Customer Service Advisor - Leeds
Role - To provide support to our customers and ensure SLA’s are achieved and the customer receives an excellent level of service.
Reporting to Customer Service Manager
1. Purpose of role:
To provide support to our customers and ensure SLA’s are achieved and the customer receives an excellent level of service.
2. Main job role and responsibilities:
Respond to requests for technical assistance via telephone and emailLog all customer contacts in the Ctrack CRMCreate engineer service tasksProviding Ctrack users with 1st line software support and help as requiredKeep customers updated with progress on their fault tickets Follow all processes and proceduresEscalate problems to 2nd line as appropriateManage the “Customer Care” email inboxManage customer expectationSupport engineer calls – commissioning new installs and services and ensuring all commissions are completed accurately following the correct process. Closing engineer tasks on the dayAssist Call Desk and Scheduling as and when required
3. Competencies, skills, knowledge and ability:
Customer service focusedExcellent communication skills both written and verbalCalm under pressureProblem analysis and problem-solving AdaptabilityPlanning and organizingAttention to detailClerical and administrative functionsPublic relations/developing relationshipsHandling information and following instructionsCo-operating and liaising
Knowledge or experience within the Tracking or Telematics industry required.
Two years relevant experience in line 1 support and/or scheduling would be an advantage
Essential – technically minded/technical experience
(no agencies please)