Customer Support Advisor

Appointments Personnel Ltd
£16500 pa + 5% pension, retailer discount
15 Sep 2017
28 Sep 2017
Contract Type
Full Time
Customer Support Advisor

Our client is a well establish International product supply specialist who have an exciting opportunity in there Newcastle under Lyme office for a Customer Support Advisor to join their team!

Our client are looking for somebody who is customer focused with excellent communication skills who is able to give the highest standard of care and support to our existing and new customer base. A team player attitude is essential as well as the ability to take ownership of all customer support enquiries to ensure the desired outcome is achieved.

As part of the Customer Support Tier 1 team, you will be responsible for;

- Dealing with and resolving customer queries
- Identifying the need to escalate more complex queries to the relevant teams or departments
- Liaising with customers directly via telephone and e-mail
- Developing product knowledge, as queries are likely to be technical in nature, to identify whether the issue can be resolved at Tier 1 or whether it requires escalation
- Working within SLA's - Ticket Resolution Times, Call Handling Times
- Ensuring excellent customer service and support
- Updating and Managing the CRM tool for all customer issues
- Liaising with internal teams to find resolutions for customer issues
- Attend, contribute and present at team meetings and other internal events
- Work tirelessly to achieve team targets relating to retention and growth

Skills and Experience

- Previous experience within customer service / technical support gained within a call centre environment is essential
- A background in technical product support desirable
- Experience of dealing with and resolving customer issues
- Knowledge of SAP / CRM systems desirable
- IT literate and good knowledge of MS office, outlook etc
- Desire to learn and progress within the Company

Location : Newcastle under Lyme

Hours of work: Monday to Friday, 8.30am - 5.30pm

Salary: £16,500 per annum

Job Type: Full-time

Salary: £16,500.00 /year

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