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Customer Service Executive (Technical Support)
Location: Ascot
Salary: Competitive
Contract: 12-14 month Maternity Cover
Start date: March 2025
My client who are based in Ascot are seeking a Customer Service Executive to join their team on a 12-14 month maternity cover. As a Customer Service Executive you will be responsible for being the first point of contact for all customer tickets; and to deliver excellent customer service through the provision of support in response to both internal and external customers queries. You will be self-motivated, confident and proactive, successfully delivering results and working as part of the Customer Services team to achieve its objectives.
Responsibilities:
Take ownership and accountability of customer support queries raised through to them and manage the tasks assigned within the business.
Ensure timely communication, resolution or escalation.
Proactive engagement with customers over the phone; asking clarification questions or to provide clear instructions or technical input when required.
Ensure all customer tickets are responded to proactively, meeting the current SLAs. Ensure all tickets and documentation is up to date at all times.
Delivery of Service Projects, to include liaising with customers to obtain the end user details, contacting the end user and scheduling the engineer visits
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Liaise with other members of the team and departments so as to ensure the customer receives the best level of service in the support and resolution of customer queries.
Maintaining sufficient up to date knowledge about products.
Contribute to ideas and topics as part of the Customer Services Team, working proactively with the team to achieve objectives and goals.
Support the department with general administrative tasks when required. Provide cover when required for the Technical Support Executive.
To undertake any other duties reasonable to the job level as deemed appropriate by the Company
Skills, Knowledge and Experience
Ideally solid demonstratable working experience in a customer support role.
An understanding of what Customer Advocacy is and a skill set that can reflect this.
Proactive with a positive attitude.
A strong team player willing to work closely with other members of the team to ensure the best level of service is provided to our customers
Hands on experience with CRM software (MS Dynamics in use)
High attention to detail, record keeping and level of accuracy
Excellent communication skills, both verbal and written.
Logical and organised, excellent at multi-tasking, able to plan and structure their day to achieve KPIs.
Proactive with excellent organisational and problem-solving skills
