Careers

Customer Service Advisor

As a Customer Service Advisor, you will act as a first point of contact for our clients within our Managed Service Operations Centre in Maidstone.

Utilising our unique Decision Support Tool and Knowledge Base, you will assist our clients in logging support requests, resolving faults as efficiently and effectively as possible and signposting them to other areas of the business.

Responsibilities

  • First point of contact for incoming contact
  • Handle customer enquiries via phone, email, portals
  • Contribute to delivering agreed Service Levels for all incoming contact
  • Diagnose and resolve faults on first contact (Full training will be provided)
  • Escalate service requests that cannot be resolved to the appropriate teams
  • Monitoring devices that are installed on Apogee’s Remote Management Application (ARMA). Where necessary, investigate connection issues and concerns, both internally and directly with our clients. (Full training will be provided)
  • Escalate calls, where required ensuring that agreed escalation and service processes are adhered to
  • Communicate internally with a number of in-house teams to ensure every client receives excellent levels of service and accurate information
  • Maintain the highest levels of client satisfaction through various interactions
  • Collaborate effectively within a team environment
  • Any other tasks, relevant to the role, relating to delivering an exceptional experience for our clients

Person Specification

  • Experience in a client-focused customer service environment
  • Basic IT skills e.g. excel and word packages
  • Initiative to read and follow Decision Support Tool & Knowledge Base to troubleshoot Hardware/Printer/PC/Network related faults
  • Good time management
  • Excellent organisational skills & ability to multi task
  • Ability to work under pressure and to tight deadlines
  • Excellent oral and written communication skills
  • Excellent telephone manner
  • Able to work in a team as well as independently

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