Job Title: Customer Support Adviser
Location: Bridgend, CF31 2BB
Salary: £21,000 - £22,000 per annum
Job Type: Full time, Permanent
Work Location: In person
About Flotek:
Flotek Group is a fast-growing Tech Company providing IT and Comms technology to a range of businesses. With regional sales and support locations across the UK our ambitious growth is focused on our crucial values and fundamental rules, with every product and service delivered with expertise, passion and heart. Flotek are a 5-star rated company. They value their staff and offer a fantastic working environment and culture.
About the Role:
We are looking for an enthusiastic customer service-focused individual with contact centre background. Preferably with some experience within the IT/Telecoms sector or a Helpdesk role.
You will be responsible for taking inbound calls from customers who require technical assistance and immediately triaging their calls. You will gather details and ensure the technicians available have good details from which to resolve the customer's query.
Job Responsibilities:
- Answering the phone to inbound calls from customers quickly in polite, friendly, and professional manner.
- Demonstrate accountability and empathy, and understand the customers query to assess impact and urgency.
- Asking relevant questions to help determine the customer's needs.
- Log clear and detailed tickets to ensure technicians can get to work straight away on customer queries.
- Attempt basic troubleshooting where appropriate, while managing call queues and ticket volumes.
- Setting expectations for the customer as to when their query will be reviewed and resolved.
- Ensuring the customer is kept updated where issues require ongoing attention.
- Escalating matters of an urgent nature to the relevant IT and Telecoms specialists.
- Communicate clearly and effectively with customers, colleagues, and management to ensure customer satisfaction.
- Identify opportunities to improve customer service processes with the objective to deliver World Class Service.
About you:
Job Experience Required:
- Have strong verbal and written communication.
- Customer service experience is essential, ideally from a contact centre background with an interest in IT and Telecoms.
- Comfortable using CRMs to log customer queries in a detailed manner.
- The ability to work quickly, calmly and accurately under pressure.
- Keep high standards of customer service at all times while responding to high call volumes.
Renumeration and Benefits:
- Profit sharing
- 21 Days Holiday increasing to 25 with 4 years of service (+ bank holidays)
Please Note:
Due to the nature of the role the company will not be able to offer sponsorship or relocation assistance so candidates must already reside in the UK.
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the experience or relevant job titles of; Customer Services Executive, Customer Service Representative, Customer Service Consultant, Customer Service Administrator, Customer Support Advisor, Customer Services Officer, Client Services Support, Client Support Agent, Helpdesk Agent, IT Customer Support, Telecoms Support, may also be considered for this role.