At a Glance
- Tasks: Provide top-notch customer support and manage key accounts with precision.
- Company: Join a dynamic team in Egham focused on exceptional service.
- Benefits: Competitive pay, great benefits, and opportunities for career growth.
- Other info: Work in a vibrant environment with a focus on teamwork and excellence.
- Why this job: Be the voice of our customers and make a real difference every day.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 25000 - 30000 £ per year.
Our immediate requirement is for an experienced Customer Service Agent/Helpdesk Agent to be a key part of our Egham team, taking full responsibility for maintaining high levels of customer service and support for dedicated key accounts. 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 the primary objectives of the role. This is an exciting opportunity for an exceptional, experienced Agent to join an established operation with scope to drive and enhance the service at every opportunity. Experience and seniority of the position will be reflected by the remuneration and benefits package. 40 hours per week, 9 hours a day on a rotational shift basis between 7am-7pm, including an hour unpaid break, Monday‑Friday.
Responsibilities:
- Single point of contact to meet the communication needs of key international customers.
- Management and ownership of cases throughout their lifecycle and through to completion.
- Case diagnosis and first line qualification of issues before call out.
- Ensure cases are restored for service within SLA.
- Central point of contact between international customers and proAV suppliers.
- Booking of engineering resources, logistics, travel, and critical spares.
- Raising accurate escalations in a timely manner.
- Booking of preventative maintenance visits.
- Accurate recording of calls and customer/contract requirements.
- Effective action and follow‑up of required activities.
- Attentive to detail with meticulous record‑keeping.
- Strong administrative and organisational skills.
- Commercial awareness.
- Excellent customer relations and interpersonal skills.
- Ability to take responsibility.
Desirable Skills:
- Experience of incident‑based ticketing systems.
- Experience of CRM systems, ideally Microsoft Dynamics.
- Experience of SAP.
- Experience of working in an AV/VC technology arena.
- Previous customer service experience.
- Experience with weekly touch‑point meetings, reports and chairing of conference calls.
Customer Service Agent/Helpdesk Agent - Office Based employer: proAV Limited
Join our dynamic Egham team as a Customer Service Agent/Helpdesk Agent, where you will play a pivotal role in delivering exceptional support to our key international customers. We pride ourselves on fostering a collaborative work culture that values employee growth and development, offering competitive remuneration and benefits tailored to reflect your experience and contributions. With a focus on maintaining high service standards and building strong customer relationships, this position provides a rewarding opportunity to enhance your skills in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent/Helpdesk Agent - Office Based
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at proAV Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like proAV Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Agent/Helpdesk Agent - Office Based
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to proAV Limited:Your cover letter is your chance to shine! Tell us why you want to work at proAV Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at proAV Limited!
How to prepare for a job interview at proAV Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
