Job Description

You will respond to all emails and voicemails in an appropriate, coherent manner ensuring that you take any necessary actions that might be required. In all instances it is imperative that our customer is acknowledged and made aware that their issue is being dealt with.

You will be one of the primary sources of maintaining communication to our customers. For the most part this will entail chasing customers for more information or to confirm if a fault has been resolved. Our aim is that a customer will never have to call us requesting an update as we will have already offered one. You will be required to assist the 2nd & 3rd line agents with their ongoing case investigations and where necessary conduct an element of customer communications on their behalf.

You will answer each call in a pleasant, professional manner and identify the nature of the call and decide the appropriate action to take, for example, to log a new case and carry out an immediate resolution, transfer the call on to a colleague or provide a progress report. In all instances company procedures must be followed. As our 1st line of customer support you should attempt an immediate and satisfactory resolution to the issue being reported. We operate a ‘non-call Centre’ ethos, therefore it is essential that you treat each customer appropriately and individually.

Required Knowledge, Skills, and Abilities

Ability to follow procedures. Ability to work under pressure. Adaptable approach to customer needs. Attention to detail. Clear communicator. Committed work ethic. Demonstrate the importance of ownership. Have had experience of working within a busy team. Methodical problem-solving skills. Organization and prioritization. Punctuality and reliability. Quick learner. Self-motivated. Significant experience in a similar role. Ability to clearly explain a resolution to end users of varying technical ability. Awareness of ISO9001/ISO27001 or equivalent standards. Experience of automated dialing systems (Power/Progressive). Experience of cloud based technologies. Knowledge of Operating Systems, specifically Windows 7, 8 & 10 and Mac OS. Knowledge of SIP. Knowledge of TCP/IP. Salesforce CRM. Understanding of Computer networking equipment. (Switches/Routers/Wireless Access Points/etc.).