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Job Title: Customer Support Assistant Location: Byfleet Hours: Full Time, Permanent - 8.30am - 4.30pm Office Based A dynamic and thriving company is seeking a dedicated Customer Support Assistant to join their team on a permanent basis. This role is based in Byfleet, providing an excellent opportunity for someone with a background in customer service and administration to contribute to the success of a growing business. Key Requirements: Previous experience in customer service and administration. Positive attitude and the ability to quickly adapt to new systems. Strong attention to detail. Eagerness to engage and contribute from day one. Full-time availability for office-based work. Why apply for this position? Join a friendly and welcoming team. Full training provided to ensure your success in the role. Opportunity for career growth and development within the company. Duties and Responsibilities: Processing direct applications from customers. Accurate data entry and recording of information. Running and processing reports as required. Serving as the first point of contact for customers and stakeholders. Assisting the Customer Support Officer and Office Manager with ad hoc duties. If you're ready to be an integral part of a dynamic company, apply today! Your dedication and skills will contribute to the ongoing success of this company. CLOSING DATE FOR APPLICATIONS 24 MAY 2024 - MORNING Amber Employment Services are acting as an agency on this position - all applications will be responded to
Main Purpose of Job To be a pro-active member of the Global Customer Support Centre (GCSC) delivering 1st and 2nd line technical support on product, service and billing enquiries for both maritime and land based customers. To provide 1st /2nd line network operations support including monitoring of our clients VSAT Networks and its BGan POP, assisting with line up and service issues and ensuring that problems are resolved quickly whether overall network or remote customer related. To provide out of hours support for all other departments. Working within a team with a clear growth path and development strategy that encourages internal growth. Key Tasks To respond to customer enquiries and to reply quickly and efficiently ensuring that customer expectations are met and, for key customers, that SLA's are met specifically in regard to response and resolution times To ensure each call/email is logged and that Freshdesk and Cruise IP Databases are maintained at all times, so clarity is ensured for other team members, chasing cases and escalating issues to other departments/on call engineers where necessary (and in consultation with Shift Supervisor) and following each issue to conclusion. To provide 1st/2nd line support for GCSC activity ensuring continuity between shifts (day and opposite night shift) and seamless handover of tasks outstanding To assist with monthly customer surveys to ensure that our clients service levels are met. To process sales orders for prepaid airtime cards for agreed customers To manage inbound calls as required by the Shift Supervisor To assist in the development of systems to deliver front line support for the company's customer handling and customer care programmes and make recommendations for improvements To proactively monitor the GCSC associated infrastructure, investigate alarms, issue outage reports, act on high usage alerts and resolve any and all service issues. Whether network or remote customer related Manage cases through to resolution, with the assistance of the Technical Support Supervisor, escalating to both internal and external resolver groups To actively pursue technical training and to continually update technical expertise. Training on products are services, sharing this knowledge with shift colleagues. To make recommendations to improve development of systems and processes to the benefit of the customer and company Any other appropriate tasks as delegated by management Dimensions Working as part of a team providing 24/7 support, working 12 hour shifts both days and nights, with a 4 on 4 off shift pattern
Customer Resolution Team Leader Location: Leatherhead (Office based) Salary: up to £33000 pa great benefits including modern offices, free onsite parking, pension, regular reviews, staff events etc Office Hours: Monday - Friday (9-5) Job overview Working as part of the Customer Operations Team, you will be responsible for ensuring all customers and consumers are offered the best possible service and implement complain resolution strategies across the company. You will coach the wider Operations Teams on how to deal with complains effectively, embedding empathy whilst dealing with the matter in a timely and professional manner. Key Responsabilities Investigating complaints appropriately, to deliver the right outcome Providing the best customer experience when handling customer and consumer complaints in writing, over the phone and on social media Supporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate future customer problems Coaching & developing the wider team on effective complaint handling Understanding of external regulations for company services and how these affect how complaints are handled Pro-actively managing complaints received via social media platforms Creating effective Complaints Reporting (volumes, classifications, resolution times, linked compensation payments etc) Designing and delivering robust Complaint Handling training The Role Dealing with customer complaints through investigating the root causes of customer dissatisfaction and resolving complaints in line with procedures and regulatory requirements. Delivering Complaints Reporting & Analysis to support with identifying themes and trends, suggesting process changes to enhance the customer and consumer experience Demonstrating and developing a sound knowledge of external regulations the company must adhere to when managing complaints Building Strong Relationships through effective communication with customers, consumers and internal stakeholders across all correspondence via email, telephone and meetings (virtual or otherwise). Striving towards strategic goals and the ability to go the extra mile to ensure a customer's needs are met and exceeded. Contributing Performance Data in daily team meetings to aid the measure of KPIs against the SLAs that are in place and offer feedback on what needs to be done to maintain or improve performance as needed. Demonstrating Ownership of Core Processes that are relevant to your role; promptly communicate any training needs, identify areas for improvement and support the maintenance of process documentation (standard operating procedures etc). Accountability for Personal Development by collaborating with manager to ensure relevant objectives are in place, and that effort is made to ensure these are achieved in addition to attending all relevant training required to fulfil responsibilities. Maintaining a Strong Team Brand Image across all internal and external communications, including behaviour and conduct in the office, striving to demonstrate company key values and support a positive reputation individually and as a team. Person Specification Excellent communication skills across a variety of channels Full working knowledge of Microsoft Office Numeracy & grammatical skills Flexible & adaptable approach to working Accuracy & attention to detail Comfortable working in a team environment Strong organisational skills Experience of working in a KPI-driven environment Competent in managing customer complaints & escalations Experience producing management information and reports