Technical Customer Services

  • Job Reference: 1222785276-2
  • Date Posted: 1 February 2024
  • Recruiter: Hays
  • Location: Telford, Shropshire
  • Salary: £25,000
  • Sector: Administration
  • Job Type: Permanent

Job Description

Technical Customer Services

Your new company
Hays are working with a large international business based in Telford who are looking for a Technical Customer Services on a permanent basis. This is an excellent role.
Your new role
As a Technical Customer Services candidate, you will be responsible for all customer service-related correspondence and escalation management. Ensuring seamless flow of inbound and outbound logistics from point of creation to delivery to ensure customer satisfaction. Drive customer experience activities for service to enhance awareness and improve customer excellence.

  • First point of contact for customer service activities.
  • Respond to customer enquiries in a timely manner and communicate as required within agreed SLA's.
  • Analyse and prepare all SLA reporting data on request.
  • Monitoring of key accounts SLA data to proactively spot trends and escalate as required.
  • Consolidate and monitor all service tickets to completion.
  • Oversee RMAs (Inbound & outbound) including monitoring courier activity, international customs importation/exportation process.
  • Educate & support customers and key partners in the use of the online service support portal and RMA booking tool, providing basic training on the tool as required.
  • Drive customer awareness of service-related tools and additional services working closely with GTC marketing team.
  • Proactively obtain customer feedback for all service-related touch points, consolidating feedback into the management team with areas of recommended improvement.
  • PSS warranty checking to ensure GSS system is accurately controlled and updated.
  • Maintain waiting arrival and return shipping KPIs in tracking sheet daily.
  • Responsible for credit account applications relating to repair activity.
  • Lost and stolen management with customer / courier to ensure swift resolutions, all details recorded in the tracking sheet
  • What you'll need to succeed
    • 3 years' experience within the service / IT environment
    • Experience on supporting multinational enterprise accounts
    • Advanced skills in standard Microsoft Office packages essential
    • Language - English plus another European Language would be an advantage but not essential

    What you need to do now

    If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
    If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.