Role Overview
A fantastic opportunity to join a leading service provider as a Customer Support Administrator Apprentice. You will be joining a small and friendly team, acting as first line defence for answering customer queries over the phone, monitoring calls to maintain SLA’s, checking parts availability and delivery times and maintaining open lines of communication across the business to ensure the highest standard of service delivery is received by customers.
Essential duties and responsibilities:
Working alongside the Key Account Team as first point of contact, building strong relationships
- Manage key clients and accounts responding to all customer emails and telephone enquiries
- First point of contact by telephone for external/internal customers
- Liaise with key contacts to chase for updates whilst updating our internal database
- Monitor and control all open calls to satisfactory conclusion including the updating of tasks within our internal database
- Raise and send estimates to customers for machinery and parts orders
- Arrange loan machines to be delivered on site to customers if a machine cannot be repaired within SLA by the engineer
- Deal with and resolve customer complains/dissatisfaction and escalate to the Customer Service Manager when appropriate
- Produce and communicate accurate and timely reports to stakeholders and customers
- Provide correct part details to the Parts Manager to be sourced by supplier
- Arrange machine collection and deliveries, ensuring all machines are at correct site locations and correspond with information on our internal database
- Cover work flow for colleague during periods of absence
- Contribute to key process improvement initiatives
- Escalate issues and potential improvements, relating to the escalation monitors in which you are responsible for, to the Customer Service Manager
Experience and Skills:
- Excellent telephone manner
- Exemplary customer service skills
- Attention to detail
- Highly organised
- Excellent written and verbal communication skills
- Able to work under pressure
- Good working knowledge of Microsoft operating systems e.g. MS Office, email and other software applications
- Must excel in a fast-paced, agile environment where critical thinking and problem solving skills are required for success
- Innovative thinker who is positive, proactive and readily embraces change
- Ability to handle end users/customers professional during all interfaces
- Educated to GCSE level or above with grade C pass (or equivalent) in English and Maths