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Customer Support Specialist (9 Month FTC)

  • Salary: Up to £22000 per annum
  • Location: Slough
  • Job type: Permanent
  • Job reference 38118
This vacancy has now expired.

This role is a 6 - 9 month maternity cover, based in Slough. As the Customer Support Specialist you will be responsible for answering inbound support calls, logging and diagnosing problems for customers.

Key responsibilities:

  • Provisioning of 1st Line Support
  • Provide excellent telephone support to customers
  • Answer and log inbound calls
  • Achieve or Exceed call targets each day (42)
  • Spend time with the customer to establish the problem, diagnose and provide appropriate resolution steps.
  • Resolving 75% of problems on first contact.
  • Deliver a high quality support service achieving or exceeding Customer Satisfaction Scores of 80
  • Escalate Level 2 calls in line with escalation process
  • Identify trends and escalate to seniors for trend analysis
  • Create Knowledge base articles in-line with identified trends
  • Contribute positively towards team customer service targets
  • Contribute positively towards team statistics
  • Takes ownership of problems
  • Set high personal standards

Key Skills:

  • Educated to degree level
  • Previous helpdesk and customer service experience
  • Excellent organisation and administration skills
  • Ability to work as part of a team
  • Ability to learn new software and provide support to clients

Please note that we will only contact those candidates that we assess as suitable for the positions we have currently available based on their experience, training and skills that they identify. If you do not hear from us within 5 working days from your registration, please accept our apologies but we are unable to help you on this occasion.

Bucks and Berks Recruitment is an equal opportunities employment agency and employment business that is serious about its compliance with legislation. Bucks and Berks is acting as an Employment Agency in relationship to this role (if the vacancy is for a permanent position) or is acting as a Recruitment Business in relationship to this role (if the role is for a temporary position).