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Capital Strategy Associates
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Haslingden, Lancashire
Customer Service Representative
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Job Type: Full-time |
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Salary: £18,000 per annum |
Overview
Customer Services Representative - Technical and Implementation £18,000 - £20,000 per annum DOE Our client is a very exciting company to work for having established (25-year track record) an outstanding presence in the telecoms, datacomms and mobile comms market place - with a particular emphasis in some exciting vertical markets. Performance track record and a recently completed three-year strategy for growth is creating some exciting opportunities for the right individuals to develop their careers in sales. Delivery and support of customer roles. The Role - Nature and Scope Reporting to the Customer Service Director. This is a customer service position where engagement and communication with clients is an integral part of the role. You will engage with and build quality relationships with our customers, ensuring successful implementations of products and services providing excellent service on customer queries - within SLAs and budgets - giving general advice on the use of the product range and promoting additional sales. Principle Accountabilities Take ownership and deliver projects from pre-sales to effective hand over to support within time and budget Assist in maintaining client satisfaction against the operational SLAs To proactively keep abreast of market / technology developments and communicate with the team and management to ensure the firm is planning to use the most effective technology to support its business objective To continually analyse customers’ bills to proactively in conjunction with account management to provide clients with the most cost-effective solutions To assist the sales function in the compilation of compelling proposals and quotations to existing and new customers and assist in progression to delivery Completing contracts and provisioning with the relevant networks on time and within budget To ensure the successful logging and updating of faults and enquiries on the company system, ensuring resolution and updating of customers against SLAs. Managing and prioritise many open cases at one time To be able to review and present performance reports to clients and take positive steps with causal analysis In conjunction with the sales function ensure client account management to ensure satisfaction, retention, cross selling and development To handle Invoice queries from customers and ensure resolution against contractual terms and mutual interest of our client and their customers. Ensure that Administration duties are maintained against company standards To work with customers / suppliers to identify & diagnose problems. Solving faults and providing resolutionsTo troubleshoot a variety of technical and non-technical issues, make calls with networks to assist with queries To work continuously on a task until completion To rapidly establish a good working relationship with customers and other professionals Experience Ideally having worked in a technical customer services environment for 2-3 years Demonstrable track record of performance and development, ideally telecoms or IT products and services knowledge specifically including broadband. Experience of client interface, either face to face or via the telephone Qualifications - graduate or demonstrable technical development A natural communicator both written and verbal. Ability to socialise naturally. Present a character generating respect in face to face or telephone environments. Great telephone ability. Able to delivery presentations, reports, solutions and ideas to clients and in-house staff. Comfortable interfacing with clients and their challenges along with the right technical solutions. Ability to listen, question and assimilate prior to the presentation of the appropriate Matrix247 solution. Ability to identify technical and maybe emotional issues and resolve in a logical and professional manner The ability to manage own workload and escalate challenges to management. Effectively manage time across multiple objectives in order to achieve the delivery of SLAs, project delivery and satisfaction within corporate goals and budgets Able to get commitments from resources within suppliers and clients with no line management authority Enjoy being part of a team. Pleasure from over achievement of targets and objectives for potential reward. Able to commit. Excited by the opportunity for potential career development and additional responsibility within a growing company. Desire to grow either managerially, commercially or technically in an ambitious company. Able and willing to work long hours, sometimes at short notice Ability to handle stress and pressure from interface with end users, third parties and other staff members Benefits Holidays are 20 days per year plus Bank Holidays - an additional day’s holiday is accrued for each full year worked up to a maximum of 5 days. Staff Pension - Health Insurance - Long service awards. Standard hours of work are 08.30am to 17:30pm Monday to Thursday & Friday 08:30am to 17:00pm Ideally candidates would live within 40 minutes commuting distance of Haslingden, Rossendale, Lancashire and will have access to their own transport.