Customer Service Specialist

Colton, Leeds
salary dependent on experience
18 Jul 2017
15 Aug 2017
Contract Type
Full Time

Customer Service Specialist

Salary dependent on experience

Full Time

Colton, LS15

Our client specialises in web based mobile workforce solutions.  Due to continued growth they are now looking for 2 customer service specialists to join their roadcrew customer service team who operate a 24 hour a day support service.

Key responsibilities, but not limited to:-

  • Support the roll-out of new applications and system information, changes and updates.
  • Troubleshoot system & network problems, diagnose & solve hardware / software issues
  • Install & configure computer hardware operating systems & applications
  • Set up new users' accounts & deal with password issues
  • Own customer issues through to a timely resolution even if the resolution is with a different department/3rd party
  • Manage the coordination, communication and updates between the customer and all parties involved in the resolution
  • Identify and assess customers’ needs to achieve satisfaction
  • Provide prompt, accurate and meaningful feedback to customers and diligently work within due dates.
  • Establish a good working relationship with customers and other professionals / vendors
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Respond within agreed time limits to both customers & co-worker
  • Provide support, including procedural documentation & relevant reports as requested
  • Prioritize & manage several open cases simultaneously
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams and set appropriate due date reminders
  • Effectively manage large amounts of incoming calls
  • Build sustainable relationships of trust through open, interactive, effective communication
  • Keep accurate notes of customer interactions
  • Organize ideas and communicate oral messages appropriate to listeners and situations;
  • Endeavour to meet and beat our SLA’s, customer service principles and practices;
  • Other duties may be added and/or assigned as needed



Skills and experience

  • A proven track record of delivering excellent customer service;
  • Excellent verbal and written communication skills;
  • Confident and enthusiastic with a proactive ‘can do’ attitude
  • Ability to effectively prioritise your workload
  • Excellent attention to detail.
  • Ticket management experience advantageous
  • Experience working with Excel is beneficial

If you feel that your skills and experience match the role criteria then please send your cv by return.