Customer Service Agent/Helpdesk Agent

My client are a leading global Systems Integrator who specialise in Audio Visual and Video Conferencing Solutions and currently have an active requirement for a Customer Service Agent/Helpdesk Agent to join their ever-growing team.

Key Responsibilities

Single point of contact to meet the communication needs of key international customers.
Management and ownership of cases throughout their lifecycle and through to completion.
Case diagnosis and first line qualification of issues before call out. Ensure cases are restored for service within SLA.
Central point of contact between international customers and suppliers. Booking of engineering resource / Logistics / Travel / Critical spares etc.
Raising of accurate escalations in a timely manner.
Booking of preventative maintenance visits.
Weekly touch-point meeting, reports and chairing of conference calls.Person specification

Accurate recording of calls and customer/contract requirements
Effective action and follow-up of required activities
A meticulous attention to detail
Administration and organizational skills
Commercial awareness
Excellent customer relations and interpersonal skills
Ability to take responsibility.
Desirable skills Experience of incident-based ticketing systems
Experience of CRM systems, (ideally Microsoft Dynamics)
Experience of SAP Experience of working in an AV / VC technology arena Previous Customer Service experienceIf you are interested in working for a company that offer career progression, training and personal growth - then apply now
Only candidates based in UK and eligible to work in UK are allowed