Job Title: Customer Service Representative

Job Type: Permanent

Salary: £25,000 - £28,000 DOE

Location: Liverpool

I am working exclusively with a business based in Liverpool who are seeking a Customer Service Representative, who will serve as the first point of contact for our customers during service issues or faults. This role is vital in providing first-level support, managing support tickets, and ensuring high levels of client satisfaction through effective communication and problem-solving.

Not only is this company the UK market leader in their field, their competitive salaries, onsite parking, flexible working hours with an unrivalled benefits package; is simply not an opportunity you would want to pass up on!

Day to Day of the role:

Provide telephone and ticketing first-level customer support and triage support tickets to the relevant support teams/functions
Assess the impact and urgency of tickets, gathering appropriate information for the type of Incident/Request
Ensure the resolution of all customer issues, keeping customers updated within agreed SLAs and resolving issues quickly and efficiently
Support continuous improvement of team processes and customer experience
Escalate incidents/requests that cannot be resolved within agreed timescales, maintaining ticket management and customer communication throughout
Communicate proactively and accurately to customers on incident and request ticket progress
Act as a central point of contact between the customer and the service desk, providing an interface for other functions such as Change Management and Incident Management
Maintain clear communication channels with subcontractors, internal teams, and clients, providing regular updates on service desk performance
Collaborate closely with subcontractors to ensure alignment with service desk standards and procedures, fostering strong working relationships

Required Skills & Qualifications:

A passion for delivering exceptional customer service
Excellent communication skills, both written and verbal
A positive growth mindset and highly motivated
Energetic team player with the ability to work in a highly pressurised environment
Understanding of IT Service Management methodology
Previous experience in a customer service role
Working knowledge of Microsoft Office suite, particularly Excel and Outlook

Benefits:

Competitive salary
Generous benefits package
Opportunities for professional growth in a diverse and inclusive environment
Empowering workplace culture that encourages collaboration and innovation

Sound like the next career move? If so, apply for the below to be considered; alternatively, reach out to Craig Kennerdale directly to hear more about this fantastic opportunity.