Customer Support Representative

Location: Dunstable, Bedfordshire, England

£17k per year

Newstaff Employment are looking to recruit a Customer Support Representative for their client based in Dunstable Town Centre- this is a permanent full time role.

My client is an IT and Consumer Electronics services firm. They deliver technology installations via their network to over 6,000 vetted service partners. From a single portal, their clients can request installations and repairs under a guaranteed SLA. Built on an innovative internet portal that handles payments and collects ratings of every job done, they manage the delivery process and ensure quality control of all work.

In the role you will be an integral member the Service Delivery Team. This team is at the very core of the company as it manages all work from initial scoping to completion. You will be working with their key accounts which operate on a nationwide basis to complete retail installations for several high street retailers.

With clients, the Service Call Handler will be responsible for specific retailers and support their service requirements and customer requirements. They will then match those requirements with relevant local service partners and manage the delivery process through to the completion of the IT and Consumer Electronics installation.

This is working on a shift Pattern (40 hrs weekly) Mon to Fri 9am until 6pm and 2 Saturdays a month (from home) with a day in lieu.

Key Responsibilities

  • Call handling from service partners, customers and clients

  • Recording and updating the portal accurately

  • 1st level complaints

  • Reporting issues and trends to Service Delivery Co-Ordinators and Automated Team Manager

  • Manage work order administration and processing.

  • Manage the entire online installation process

  • Allocate and track work using the administration tools in the portal

Required Skills and Experience

  • Fantastic communication skills, for both internal, and external stakeholders

  • Demonstrable experience in Customer Service, Administration or Service Delivery in a fast pace environment

  • High energy level

  • Demonstrable IT skills (In House Portal, Outlook, SharePoint, Excel)

  • Excellent attention to detail and presentation

  • Good analytical skills

  • Calm with an ability to work under pressure

  • Ability to “Think outside the box”

  • Motivated by challenges and able to work in a dynamic and results orientated way

  • Mature, structured approach to dealing with difficult situations

  • An interest in technology is a must

Desirable Skills and Experience

  • Experience working with retail clients and knowledge of peak periods

  • A good knowledge of IT and consumer electronics is a plus

Should you be interested in the role please send your CV to Clare.Cook@newstaffemployment.co.uk

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  • Industry:
  • Job Type: Permanent
  • Hours: Full-Time
  • Country: United Kingdom
  • County: Bedfordshire
  • Reference: Custsupport1