Customer Service Administrator in Oxford

About the job Customer Service Administrator

The Opportunity

Were looking to build a service team to be the very best in the industry in what we do, and we want the very best people to be a part of it.

• First port of call for all Customer enquiries by phone/email/HubSpot – response time same day for all issues unless otherwise escalated.
• HubSpot ticket allocation within main customer service pipeline to relevant team member within 2 hours receipt alongside CS KPI.
• Support planned scheduling and bookings for Maintenances in line with KPIs and in accordance with NSI requirements supporting Business Support Maintenance Lead
• Assist team with technical calls and corrective bookings when appropriate – within 48 hours; escalate 2+ visits to Technical Manager and assist with corrective follow up actions and manage appropriate bookings diary alongside customer support team
• Processing of cancellations and ensuring sites closed down on Uptick
• Assist with daily follow-ups and close down of engineering team
• Appropriate team cover for holiday and sickness

General Customer Services

• Monitoring and key holding amendments
• Back up for call closing and invoicing
• Telephone answering as required
• Assist with allocation of unassigned tickets and daily HubSpot management

#J-18808-Ljbffr