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1st Line Support Consultant

Posted on Jul 3, 2019 by CV-Library

City of London, City and County of the City of London, United Kingdom
Wholesale Trade
Immediate Start
£18k - £20k Annual
Full-Time
My Fichley based client is seeking to appoint a 1st Line Support Consultant for an exciting role within our busy Customer Support Department.

JOB RESPONSIBILITIES:

* The role itself is very varied and will entail:

* Logging and progressing 1st line Support Calls

* Follow up “customer care” calls

* Promote the latest products and services to the customer base

* Logging calls from emails onto the support desk system

* Maintaining remote access/support documents and customer records on CRM

* Set, maintain and exceed customer service standards

* To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to your line manager for service improvements

* To progress all outstanding calls and ensure they are resolved within the relevant time scales.

JOB QUALIFICATIONS:

* Although experience in an IT setting is not essential (as full training will be given) an understanding and interest, particularly in software, would be a distinct advantage

* Previous experience of face-to-face or telephone-based customer service is desired.

* Your Personal Characteristics will include:

* Excellent communication skills, particularly over the telephone, with the ability to explain issues clearly and simply, both orally and in writing

* An ability to build a rapport with customers

* Logical and analytical, with a methodical approach to problem-solving

* Solution-focused, with ability to prioritise

* Persistent and resilient under pressure, with a good sense of humour

* Accurate, with high attention to detail

* Good team player, yet willing to take personal responsibility for issues

Reference: 210342979

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