Customer Service Advisor - Exeter, United Kingdom - Reed Business Support

Reed Business Support
Reed Business Support
Verified Company
Exeter, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
A Customer Technical Support Associate (Servicing) takes responsibility for the Customer Support of a key number of accounts.


The role involves arranging the removal and refitting of products to reflect requested changes, this also includes arranging engineers to investigate physical faults on site.

The remit will include all aspects of the customer journey, from routine day today administrative tasks like updating details to reactive issue resolution that requires pace and quick thinking no two days are the same.


Main duties and responsibilities:

To provide comprehensive support to the Customer Support team including:

  • Responsible for the requirements of between 10 and 50 accounts between 5,000 and 15,000 with product fitted.
  • Day to day looking after the accounts, Portal management, setup changes and general support admin as the Customer Support 'go to' contact for each account.

Servicing:


  • Arrange onsite Engineer visits with customers experiencing faulty products, collaborating with 3rd party Engineers whilst logging all communication via Salesforce CRM system and updates on the portal.
  • Arrange the installation and removal of products as per account changes.
  • Liaising with the internal systems team to assist with issue resolution.
  • Completing proactive servicing activity for assigned accounts and assisting the customer where needed.

Portal Management:


  • Update assignments, login codes, account activations for the app and any other updates.
  • Raising portal issues and informing customers on problems, updates and changes.
  • Giving portal guidance/instructions to portal users to promote selfmanaging accounts where applicable.

Changes:


  • Update configurations and system settings to keep products up to date, or in line with customer feedback and requests.

General Support Admin:


  • Coordinate inbound customer queries and assign 'cases' to colleagues through Salesforce (CRM).
  • Take incoming calls on the main Customer Support phone line, from different users including but not limited to managers, drivers, Engineers and anyone in between including general queries or possible new customers.
  • Logging calls and actioning appropriately.
  • Building a rapport with account contacts to keep positive relationships and high Customer Satisfaction score

Levels of Responsibility:


  • This role will require a high standard of knowledge of the company and the services that they provide via the Customer Support team, to ensure that all information communicated to their clients and partners is accurate and of a professional nature.
  • The role requires taking responsibility for the majority of the company experience with daytoday case management and resolution.

Key Skills:


  • Selfmotivated and highly organised
  • A problem solver, able to use own initiative
  • Attentive to detail
  • Proactive and reactive to sudden changes in workloads or inbound queries
  • Ability to assimilate technical information
  • Able to prioritise and multitask based on customer SLAs and deadlines
  • Able to deal with high pressure situations
  • Ability to adapt to change positively in a pastfaced environment

Working Conditions:


NB:
This is not an exhausted list of duties.
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