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Form of work
SalaryCustomer Service Agent Required: Prospero Integrated have just taken on a brand-new vacancy with one of our key clients for a Customer Service Agent.
If you are a Customer Service Agent, please do read on:
Key Responsibilities
- Single point of contact to meet the communication needs of key international customers.
- Management and ownership of cases throughout their lifecycle and through to completion.
- Case diagnosis and first line qualification of issues before call out.
- Ensure cases are restored for service within SLA.
- Central point of contact between international customers and suppliers.
- Booking of engineering resource / Logistics / Travel / Critical spares etc.
- Raising of accurate escalations in a timely manner.
- Booking of preventative maintenance visits.
Person specification
- Accurate recording of calls and customer/contract requirements
- Effective action and follow-up of required activities
- A meticulous attention to detail
- Administration and organizational skills
- Commercial awareness
- Excellent customer relations and interpersonal skills
- Ability to take responsibility.
Desirable skills
- Experience of incident-based ticketing systems
- Experience of CRM systems, (ideally Microsoft Dynamics)
- Experience of SAP
- Experience of working in an AV / VC technology arena
- Previous Customer Service experience
- Weekly touch-point meeting, reports and chairing of conference calls.
