Customer Services Rep - Technical and Implementation
My client is a very exciting company to work for having established (25-year track record) an outstanding presence in the telecoms, datacomms and mobile comms market place - with a particular emphasis in some exciting vertical markets, and now have a vacancy for a Customer Service Representative - Technical and Implementation.
Reporting to the Customer Service Director, this is a customer service position where engagement and communication with clients is an integral part of the role. You will engage with and build quality relationships with our customers, ensuring successful implementations of products and services, providing excellent service on customer queries (within SLAs and budgets), giving general advice on the use of the product range, and promoting additional sales.
Take ownership and deliver projects from pre-sales to effective hand over to support within time and budget.
Assist in maintaining client satisfaction against the operational SLAs.
To proactively keep abreast of market / technology developments and communicate with the team and management to ensure the firm is planning to use the most effective technology to support its business objectives.
To continually analyse customers' bills in conjunction with account management to provide clients with the most cost-effective solutions.
To assist the sales function in the compilation of compelling proposals and quotations to existing and new customers and assist in progression to delivery.
Completing contracts and provisioning with the relevant networks on time and within budget.
To ensure the successful logging and updating of faults and enquiries on the company system, ensuring resolution and updating of customers against SLAs. Managing and prioritise many open cases at one time.
To be able to review and present performance reports to clients and take positive steps with causal analysis.
In conjunction with the sales function ensure client account management to ensure satisfaction, retention, cross selling, and development.
To handle Invoice queries from customers and ensure resolution against contractual terms and mutual interest.
To ensure that Administration duties are maintained against company standards.
To work with customers / suppliers to identify & diagnose problems whilst solving faults and providing resolutions.
To troubleshoot a variety of technical and non-technical issues.
To make calls with networks to assist with queries.
To work continuously on a task until completion.
To rapidly establish a good working relationship with customers and other professionals.
To be considered for this role:
Ideally having worked in a technical customer services environment for 2-3 years.
Demonstrable track record of performance and development.
Ideally have knowledge of telecoms or IT products and service including broadband.
Experience of client interface, either face to face or via the telephone.
Qualifications - graduate or demonstrable technical development.
A natural communicator both written and verbal with the ability to socialise naturally. Present a character generating respect in face to face or telephone environments.
Great telephone ability.
Able to deliver presentations, reports, solutions and ideas to clients and in-house staff.
Comfortable interfacing with clients and their challenges along with the right technical solutions.
Ability to listen, question and assimilate prior to the presentation of the appropriate solution.
Ability to identify technical and maybe emotional issues and resolve in a logical and professional manor.
The ability to manage own workload and escalate challenges to management.
Effectively manage time across multiple objectives to achieve the delivery of SLAs, project delivery and satisfaction within corporate goals and budgets.
Able to get commitments from resources within the company, suppliers and clients with no line management authority.
Holidays are 20 days per year plus Bank Holidays - an additional day's holiday is accrued for each full year worked up to a maximum of 5 days.
Long service awards
Standard hours of work are 08.30am to 17:30pm Monday to Thursday & Friday 08:30am to 17:00pm
However the job holder may be expected to work outside these hours on occasion to ensure the completion of any outstanding work
Clayton Group is acting as an Employment Agency in relation to this vacancy.