customer support consultant in stoke on trent

09 October 2019
eugenia clipa, randstad business support
job type
£ 18,000 - £ 19,000 per year, benefits
apply now

stoke on trent, west midlands
customer services
sub specialism
Customer Service
job type
working hours
£ 18,000 - £ 19,000 per year, benefits
reference number
eugenia clipa, randstad business support

job description

Are you a graduate or someone with work experience looking for a career in the technology sector?

Would you like to be part of the Customer Support team to ensure right processes, people and technology are in place to provide an excellent service?

We are looking for a Customer Support Consultant to be the first point of contact for customers and ensuring requests are handled efficiently and professionally.

Your responsibilities will be:

* Answer incoming calls from customers
* Manage incoming requests from the Customer Portal
* Log and manage all incidents via the Service Management Tool ensuring case detail is accurate and steps to reproduce the fault are included.
* Provide customers with timely updates to their cases in line with Service Level Agreements
* Proactively review customer accounts and manage their own case queue in line with Service Desk procedures
* Escalate high priority issues to Line Management
* Complete regular tasks in line with Service Desk procedures
* Review daily priorities and take appropriate action to ensure results are achieved
* Work with all areas of the business as required to achieve the highest levels of customer satisfaction
* Assist in the promotion of new developments and applications ensuring customers are always aware of latest functionality and products available
* Monitor integrity/status of customer sites (usage, revisions, views, reporting) ensuring Customers business requirements are maintained to the highest level.

Your competencies:

* Will be at ease with providing outstanding support and have empathy with the customer and a strong desire to resolve their issues.
* Will have the ability to communicate effectively and develop relationships with customers and colleagues is very important. Successful candidates must be able to demonstrate effective communication, both orally and in writing, with colleagues and customers including providing case updates. producing reports and escalating issues internally.
* Gathers, verifies and assesses all appropriate and available information to gain an accurate understanding of situations. Considers a range of possible options, evaluating evidence and seeking advice where appropriate. Makes clear, timely, justifiable decisions, reviewing these as necessary.

If you would like to be part of a great organisation, then please apply today.

This role is open to receiving applications over the next 2 weeks. Appropriate applicants will begin our interview process, after which shortlisted candidates will be invited to attend the final stage of the interview.

Randstad Business Support is acting as an Employment Agency in relation to this vacancy.

educational requirements