UNDERSTANDING, SERVICE, TRUST
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CUSTOMER SERVICE /HELPDESK REPRESENTATIVE

Egham/Staines Salary up to £28,000
One of Europe’s foremost providers of integrated audio visual solutions with over 30 years unrivalled expertise in this fast paced industry professional with a successful track record of identifying opportunities in this fast paced industry. Due to the continued success and growth of the business are seeking to recruit a Self motivated Customer Services Representative, ambitious industry professional with a successful track record working with pre sales for video conferencing video streaming and digital signage. Working shifts Monday- Friday covering 7am -7pm
Job Summary: The role is responsible for managing the Field Service Engineers (FSE’s) resource diary. Due to the nature of the Support Services business many of these areas are subject to SLA’s, key performance indicators and balanced scorecard assessments. Developing and sustaining excellent customer relations whilst ensuring the commercial impact of accounts are upheld, are primary objectives of the role. Key Tasks
* Dispatch and control efficient schedules for all engineers in reference to PMV’s, reactive and scheduled call outs and quoted works.
* Checking system as your first job to ensure all engineers are logged in to resource management and on target * Liaising/chasing engineers throughout the day regarding SLA’s
* Working alongside the engineers to make sure all relevant RAM’s, permits, change requests are sent to customers / third parties * Updating CRM portal with eta’s where applicable
* Provide first point of contact for scheduling support
* Central point of contact between Helpdesk and Service Engineers
* Assist with retrieving engineer Service Reports
* Ensuring performance targets are achieved and SLA’s are met, and the service team continues to improve and develop.
* Help support and manage Engineer Holiday/absence requests
* Liaising between internal departments to resolve any customer issues
* Assist to identify and resolve all issues in normal operations and manage all communication for all schedule disruption Document Owner: Ensure all procedures are followed, along with monitoring the engineer’s response to service calls received during the course of their duties
* Ensure that any complaints received are dealt with in a professional manner and all actions taken reported to relevant Management
* Carry out any other duties as requested by Management * Highlight any Training requirements for Engineers
* Booking of engineering resource / Logistics / Travel
* Raising of accurate escalations in a timely manner. General: * Relationship management with the FSE’s. * Weekly Touch-point meetings, reports and chairing of conference calls. Other Skills: * Effective action and follow-up of required activities
* A meticulous attention to detail * Administration and organisational skills * Commercial awareness * Excellent customer relations and interpersonal skills * Ability to take responsibility Desirable Skills: * Experience of incident based ticketing systems * Working closely with the Customer Service Manager to develop process and best practice. * Experience of CRM systems, (desirable to be Microsoft Dynamics
Experience in SAP and working in AV/VC technology with previous customer service experience

Benefits:
* 3% pension contribution (After 6 months probationary Period)
* 23 days holiday in first year
* Death in service (3x Annual Salary)
* Private medical insurance (After 6 months probationary period)
* Working for a company who has the infrastructure and resource to deliver the solutions
they sell, Cutting edge video conferencing solutions
* Join a company who will value you and your opinions
*Working hours: Rotational shift patterns Monday - Friday covering 7am - 4pm and 10am-7pm