Customer Service Agent/Helpdesk Agent

My client are a leading global Systems Integrator who specialise in Audio Visual and Video Conferencing Solutions and currently have an active requirement for a Customer Service Agent/Helpdesk Agent to join their ever-growing team.

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.
• Weekly touch-point meeting, reports and chairing of conference calls.

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

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