Job Role and Responsibilities
Location – Internal role, based at Cardiff HQ
Role Summary –
Reporting to the technical manager primarily you will be the main contact for customers seeking to log a technical support call whereby the relevant information will be updated via our CRM system, you will be asked monitor and report back to the technical manager. As you will be one of the primary points of contact for the customer and therefore DVS, we would expect a high level of customer service to be maintained at all times.
You will have a proactive approach to assist customers and the technical team to resolve technical enquires effectively, efficiently and to a high standard; enabling the team to meet its targets for technical excellence.
Customer relationships will be central to this role, working skilfully across the technical department you will be enthusiastic and a passionate advocate of the company’s values and ensure they are promoted throughout the business at all times.
• To answer incoming calls and emails from our customer base and create an accurate log for our technical support team to respond
• Log all calls within management software (Sage CRM) and record detailed notes
• Communicate with customers in an efficient and professional manner
• Develop good customer relations
• Working as part of a team and individually
• Ensure any KPI measures in place are met in accordance with the business needs
• Work closely with the technical team to build a clear database of technical materials
• Manage technical team chat on the DVS website
• Excellent customer service and communication skills
• Training is provided but your desire to learn and further your knowledge is essential
• A positive, can-do attitude
• A natural team player and good communicator, you will be organised and methodical with the ability to solve problems and take decisive actions where needed
• Able to use a PC to log and manage customer calls
• Customer service management desirable
• Previous call centre/receptionist experience would be advantageous
• Industry knowledge is not essential
To apply please email your CV to email@example.com