JOB DESCRIPTION

VIP Customer Support Executive

Industry Sector : Cloud Technology ,Enterprise Software,Other
Location : Central London / West End
Package : £25,000
     
Job Description :

Key Responsibilities: 

Key contact role providing all aspects of technical customer support to VIP clients in your market. Providing customers with successful interactions, even if the problem cannot be solved, going the extra mile to make things happen is vital to this role. 

Work Hours: 09:00-17:30 Monday to Friday. 

  • Responding to all client service queries to agreed SLAs / KPIs for inbound channels.
  • Provide accounts with support and training via preferred channel.
  • Effectively use Contact Centre technology and Salesforce to record and report on queries. 
  • Identify, provide solutions on all issues that arise.
  • Proactively manage own workload and escalate to 2nd Level support / CRE team in line with department procedures. 
  • Assist all relevant teams with projects/tasks where necessary, this includes the 1stline support team, groups support where required. 
  • Proactively develop skills and knowledge through effective use of systems 
  • Communicating with various internal departments and the team in India to resolve client queries. 
  • Attend daily stand ups with the team, to provide information on your daily and weekly work load.
  • Present monthly work load report, number of customers, number of support queries, over view of top interactions. 

Effectively use Salesforce & contact centre technology, in order to ensure the company has up to date and accurate information on all client accounts and the any activities concerning the below at all times: 

  • Conversations & Queries 
  • Contacts and up to date client information 
  • Price plans and products in use 
  • Competitors in use 
  • Create support queries for all interactions and add relevant people. 

Pro-actively identify opportunities when dealing with all client queries: 

  • Proactively work to retain clients through effective client support and follow up 
  • Proactively log client and product information 
  • Assist the account team with proactive calls to our groups / casual chains, to undertake courtesy calls and measure site satisfaction. 

Required Skills & Experience: 

The ideal candidate will have 

  • Proven Customer Service experience (at least 2 years in a contact centre helpdesk environment) 
  • Previous IT technical helpdesk experience would be beneficial.
  • Self-starter with a good work ethic, able to work independently or as part of a team 
  • Extremely organised with good time management skills and attention to detail.
  • Service minded 
  • Experience of dealing with demanding customers. 
  • A hands-on problem solver, resilient, proactive mind set, with the ability to handle customer objections / complaints. 
  • An excellent team player, flexible approach to differing work tasks and fluctuating priorities. 
  • A good communicator, with excellent use of verbal and written English/Market language
  • Able to absorb and explain information clearly to others 

Required Skills 

  • Fully computer literate (essential), with advanced knowledge of Excel 
  • An interest in using new technology to increase performance 

Profile

  • Persuasive and influential 
  • Strong self-confidence, has a positive outlook and takes responsibility 
  • A strong can-do attitude 
  • Strong desire for success, doing what it takes to achieve service standards 
  • Willing to go the extra mile and not afraid to make decisions when required for the benefit of the client.
   

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  • Critical Resourcing have played a major part in the significant growth of our headcount over the past 18 months. They’ve provided us with the talent and expertise we’ve needed across the business. They have taken the time to understand our requirements and therefore know the sort of candidates we are looking for which makes the recruitment process much more efficient and successful.

    Kevin Stillwell

    Customer Service Director

    Bookatable

  • Critical Resourcing supports us with hiring for technical roles at OCSL ITO. Their understanding of our business needs and culture of the organisation means that we always receive a high calibre of technical candidates, enabling us to hire the skilled people we need for our business.

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    OCSL ITO

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