Customer Service Executive
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| Job Type | Permanent |
| Area | Milton Keynes, United Kingdom |
| Sector | Customer Service |
| Start Date | |
| Job Ref | PH9860 |
- Description
- Salary: £18,500 to £20,000 depending upon experience + benefits including pensions, life insurance, 25 days holiday PLUS Bank Holidays
To provide the highest level of customer service at all times and to be a single point of contact for our customers at all times ensuring we keep service relationship and we exceed their expectations and that they recommend us to new business. To take ownership of all customer needs ensuring that our customer uptime is maximised and disruption to our customers is minimised. To demonstrate a high level of technical knowledge on the product and non-technical problem solving and concerns management skills to support the entire operation.
Deliverables:
Answer incoming calls within the stated service level agreement – 20 seconds. (SLA)
Provide first line maintenance to merchants when they are experiencing technical issues.
Ensure top targeted sites within each region are maintained and proactively monitored.
To resolve customer issues and achieve first time fix rate of 75%
All customers with out of service (OOS) to be contacted within 24hours
Adapt to changes and new policies and procedures within the business showing positive attitude.
Desired skills and experience:
A minimum of 3 GCSE’s at A-C grade or equivalent
Minimum of 1 years’ experience in Customer Service with problem solving, telephone support and complaints handling
Intermediate IT skills with previous experience of Microsoft applications
Ability to complete technical training to engineer level and have the ability to communicate it back to a customer at an appropriate level of understanding
Ability to investigate and resolve non-technical i.e. financial issues
Responsibilities:
To provide a first class technical support at all times
Develop knowledge to a level that requires no scripted answers and apply a comprehensive understanding of the Helpdesk operation.
At all times to show a polite, courteous and helpful manor, uses a clear and courteous telephone manner with a tactful approach to sensitive information
Take ownership of work ensuring contact with customers is maintained at regular intervals and are kept informed on progress
To utilise the experience within the Customer Service team to resolve issues
Follow the company process and procedures on a day-to-day basis
Use a logical approach and initiative to fact finding and problem resolution
Build relationship with your peers across the business and encourage openness, sharing of best practices and encouragement
Assist with the development of new starters, giving advice where needed.
Build positive working relationships with external suppliers
As a representative of the company it is responsibility of everyone to ensure the company and its brand is portrayed appropriately
Job Title: Customer Service Executive
Location: Milton Keynes, Buckinghamshire
Salary: £18,500 to £20,000 depending upon experience + benefits including pensions, life insurance, 25 days holiday PLUS Bank Holidays
Hours of work: 37.5 hours per week over 7 days – 5 days per week, always two days off – The office operates between the hours of 8.00am to 8.00pm weekdays and between 8.00am and 4.30pm on weekends - YOU ARE ONLY EXPECTED TO WORK ONE WEEKEND IN EVERY FOUR - the other three weekends are yours.
Job Type: Permanent
Job Reference: PH9860
Wilde Associates is working in the capacity of an Employment Agency for this role
