Role Profile:
This role is to provide support to the Company's Primary Managed Service Contract (MSC) customers who call into the Customer Support Centre (CSC) to deliver a seamless consolidated service for their technical and product enquiries. This will include managing and accurately recording instrument faults in the MS Dynamics CRM and deliver on set customer response KPI targets. You will also need to monitor and ensure that the Key Performance Indicators (KPIs) are met from their service suppliers and complete any escalation activities as required to ensure that all customer support is delivered to their customer contractual obligations.
Key Responsibilities:
- Handle inbound customer calls on the dedicated MSC hotline
- Manage mailbox enquiries
- Accurately log faults within the MS Dynamics CRM for the business and partner supplier equipment
- Collate data and update cases within the MS Dynamics CRM for partner supplier equipment and create reports for Account Managers
- Manage partner supplier equipment maintenance and liaise with customers to organise these
- Escalation of customer issues
- Update MS Dynamics CRM for newly installed partner supplier equipment
- Inventory management
- Continuously strengthen and develop relationships with business partners
- Attend all required company training
- Report regulatory issues to the Customer Support Centre Manager
- Attend all required H&S training
- Adhere to company environmental rules and regulations.
- To assist in any other tasks that require your expertise as needed.
Key Skills and Requirements:
Essential
- Comprehensive skills in Microsoft Dynamics and Microsoft Office Suite
- Minimum of 2 years' experience of working in a customer service environment working towards KPI Targets
- KPI Report writing experience for customer accounts
- Strong communication skills
- Highly skilled in English communication
- Experience in dealing with escalations to different stakeholders
Desirable
- Experience of working within the field of diagnostics
- Commercially astute
- Experience of working with managed service contracts
This role comes with a competitive salary and excellent benefits, working for a growing global business.
£33k pa plus 18% bonus
Office based - (Mon-Friday 09:00-17:30/1 hour lunch break)
Potential hybrid working after successful probation
Aspire Personnel Ltd acts as an employment business for interim positions and an employment agency for permanent positions. Aspire Personnel Ltd is committed to equal opportunity and diversity.