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Customer Service Agent

Location: Egham

Job type: support services

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Role overview

The role is responsible for maintaining high levels of customer service and support for dedicated key accounts, developing and sustaining excellent customer relations whilst also ensuring the commercial impact of accounts are upheld.

Key responsibilities

  • Single point of contact to meet the communication needs of key International customers
  • Management and ownership of cases throughout their lifecycle and through to completion
  • Case diagnosis and first line qualification of issues before call out Ensuring cases are restored for service within SLA
  • Central point of contact between International customers and proAV suppliers
  • Booking of engineering resource / logistics / travel / critical spares etc.
  • Raising of accurate escalations in a timely manner
  • Booking of preventative maintenance visits
  • Engagement with other proAV departments
  • Weekly touch-point meeting reports and chairing of conference calls

Further Details

Reporting to:
Customer Service Manager
Department:
Helpdesk
Hours:
9-hour day on a rotational shift pattern between 7am-7pm, Monday-Friday

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