Customer Support Administrator

Description

In this role you will support the Customer Support teams, you will deal with a number back-office tasks, data entry and any follow up administration support required to deliver required service levels. Whilst most of your duties are supporting internal teams, you must be confident in inbound and outbound communication with customers.

Main Duties

Triage customer enquiries, creating a ticket or case reference and assigning to the appropriate team via email or phone to ensure efficient customer journey

Monitor Ticket & Case SLAs for non-conformances, escalating failures to line manager in order to provide a resolution

Maintain and distribute daily, weekly, and monthly report requirements to relevant stakeholders to keep them informed on progress

Provide updates to customers and end users on delayed engineer attendance, orders or out of stock items in order to maintain a positive customer experience

Monitor Order reporting, assisting with escalations and closing or escalating aged orders

Ensure all case or ticket related records and documents are kept updated utilising the required systems

Maintain Technical Services file structure including Holiday and Office Rotas to ensure data integrity

Issue copies of invoices and assisting with credit note creation

Place Orders and raise Return Order requests on behalf of Technical Services teams to help maintain service levels.

Update daily reports and maintain SharePoint folders to ensure data integrity is maintained.

Skills and Knowledge

Excellent communication skills both verbal and written, utilising all mediums to communicate effectively.

Ability to multitask, prioritising workload and focusing on accuracy of data

Capability to work well under pressure

Proficient in the use of Microsoft Office 365, namely SharePoint & Excel

Reception or Administration NVQ or similar is desirable

Positive can-do attitude

Curious and always looking for ways to improve

Able to take ownership of tasks

Customer focused and driven to exceed excellence

Salary and Other Details

£24K

8.30am - 5.00pm (early finished Friday)

Hybrid Working

25 days holiday

Pension

Employee assistance programme

On site parking

Excellent working environment

Collaborative and supportive team

Ad ID: 5416951014