Adecco UK LTD
Location
Redhill, Surrey | United Kingdom
Job description
1. Main Purpose of Job
To be a proactive member of the Customer Support team providing call answering, technical, administrative and service support within the business as required
To provide excellent service and response times to customers for call logging, service requests and query resolution
To deliver 1 st and 2 nd technical support on product, service and billing enquiries
To manage CRM, chase for updates and close down cases for the department.
2. Key Tasks
To work as part of the Customer Support team providing excellent customer service and support to customers.
To log each call taken and ensure the central database (CRM) is kept updated throughout the lifetime of a query and when resolution is made.
To assist in monthly customer surveys to ensure that NSSLGlobal service levels are met.
To assist in the development of systems to deliver front line support for the company's customer handling and customer care programmes and make recommendations for improvements.
To manage the switchboard and reception area as required by the Customer Support & NOC Manager.
To assist in various technical administration, eg Monthly and ad-hoc reporting and central filing duties within 1 st & 2 nd line Support teams.
To assist in ensuring seamless and effective handover to and from Night Shift.
To obtain/maintain an in-depth knowledge of our products, services and processes.
To understand the technical issues presented by the customers and to use IT and data knowledge to resolve same.
To assist in development and maintenance of technical, product, airtime and services source files for utilisation within the department and update databases.
To assist with department scanning and other general administrative tasks like the set-up of meeting rooms and catering assistance.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
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