Customer Service Advisor - Leicester, United Kingdom - Purple Rocket Recruitment

Purple Rocket Recruitment
Purple Rocket Recruitment
Verified Company
Leicester, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description

Purple Rocket Recruitment is working with an IT specialist in Leicester who is looking for an experienced customer service assistant.

The company offers a fantastic work life balance with 2 days working from home and 3 days in the office with flexibility.

This role would be perfect for someone who has previous customer service experience and has a keen interest in IT and wants to get a role within 1st Line Support.

The responsibilities as a Customer Service Advisor are as follows;

  • To effectively manage large amounts of incoming calls and be the first point of contact for the users.
  • To provide appropriate solutions and alternatives to issues (if an option) within the SLA time limits and follow up accordingly to ensure resolution.
  • To ensure all customer interactions are recorded on the Helpdesk System.
  • To ensure that the service provided to the end users of the systems is of the quality expected.
  • To prioritise own workload, multitask and manage own time effectively.
  • To understand the priority levels for incoming calls and ensure that the escalation process is followed accordingly.
  • To fully understand the needs of the end users and come up with solutions to their needs.
  • To manage the expectations of end users, progressing calls that could turn into wider problems, identifying training needs, and coming up with solutions to these issues with the Customer Service Supervisor.
  • To build strong relationships with users and clients through proactive communication.
  • To use the internal system as the first point of call for troubleshooting customer queries/issues.
  • To ensure the knowledge base is populated with all issues encountered and resolved.
  • To identify opportunities for up sell of products.
  • To represent, promote and maintain a positive attitude and image for the Helpdesk team.
  • To be able to work in an ever changing, fast paced environment, and adapt to this quickly and efficiently.
  • To ensure product knowledge is always up to date, and to ask for additional support if/when needed
  • Carry out any other duties appropriate to the role.
The working hours are Monday to Friday 9-5.30pm. The company offers great training and career progression. They offer a relaxed working environment with an element of team building and socialising after a hard days work.
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