Customer Service Team Member

Job Title: Customer Service Team Member

Location: Oxfordshire - Hybrid

A key client of our are seeking a Customer Service Team Member to join their dynamic Customer Service Team. This role plays a crucial part in delivering high-quality support and service to customers, ensuring they receive the best possible experience with the company's products and services.

About the Role:

As a Customer Service Team Member, you will be responsible for providing exceptional customer support, managing tickets, handling service requests, and ensuring communication is clear and effective. You will be integral in improving customer satisfaction, troubleshooting issues, and collaborating across teams to provide innovative solutions. The role involves both reactive support and proactive service changes, with a focus on delivering customer-centric solutions efficiently and effectively.

Key Responsibilities:

Technology & Innovation:

• Stay up to date with related technologies, developments, and releases used by customers.
• Leverage internal tools to maximize customer satisfaction through effective ticket and change management.
• Explore potential enhancements and options available to customers.
• Expand your knowledge of industry-standard tools and emerging technologies.
• Become 2nd Level Support for designated areas as defined by the Customer Service Lead.

Approach:

• Prioritize customer satisfaction by maintaining clear and regular communication.
• Efficiently triage and resolve tickets, focusing on quick resolutions and customer updates.
• Drive continuous learning, cross-skilling, and standardization across the team.
• Contribute to documentation and process improvement efforts to enhance the team's performance.

Team Collaboration:

• Foster a collaborative and positive team environment, promoting morale and a strong work ethic.
• Ensure cross-training within the team and mentor colleagues where needed.
• Serve as a point of escalation and resolution for both the team and management.
• Understand and adhere to project timelines, escalating delays proactively.

Project Support:

• Collaborate with Project Managers and teams on customer handovers and project transitions into the support team.
• Engage with customers to understand their needs and priorities and ensure they are met.

Support & Issues Management:

• Manage and prioritize support tickets, especially high-priority (P1) issues.
• Analyze root causes and aim to exceed customer expectations in all interactions.
• Keep customers informed and serve as a key escalation point.
• Participate in customer review meetings when needed.
• Assist with the SR process to ensure timely testing and change deployment.

General Duties:

• Work outside of regular hours as required to support customers.
• Attend the office as necessary to collaborate with the team.
• Utilize internal reporting tools to drive customer service improvements.
• Escalate customer concerns or issues appropriately to management.

Key Skills & Requirements:

• Technical Expertise: Solid understanding of the key technologies related to customer support.
• Customer-Centric Mindset: A passion for providing the best possible service and exceeding customer expectations.
• Communication Skills: Strong interpersonal and communication abilities, both written and verbal.
• Team Collaboration: Ability to work well within a team environment and build strong working relationships.
• Problem-Solving Skills: Able to triage, troubleshoot, and resolve technical issues effectively.
• Adaptability: Ability to quickly learn new systems, technologies, and processes as they evolve.
• Dynamics BC experience is a desirable

Job Title: Customer Service Team Member

Location: Oxfordshire - Hybrid