At a Glance
- Tasks: Provide top-notch customer service and support for key international accounts.
- Company: Join proAV, a leading global audio visual integrator with a collaborative culture.
- Benefits: Competitive salary, professional development, and family-friendly policies.
- Other info: Dynamic work environment with opportunities for growth and inclusivity.
- Why this job: Be part of an exciting team enhancing global communication through AV technology.
- Qualifications: Customer service experience and strong interpersonal skills are essential.
The predicted salary is between 29250 - 35750 £ per year.
- About The
- Role
- Role
Overview: pro AV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally.
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 theses 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 objective of the role.
This is an exciting opportunity for an exceptional, experienced Customer Service Agent/Helpdesk Agent to join an established operation with scope to drive and enhance the service at every opportunity.
This role works on fortnightly shift pattern, working 40 hours per week, 9 hours a day with shift patterns between 7am-7pm and is office based.
Experience and seniority of the position will be reflected by the remuneration and benefits package.
Key
Responsibilities
- Single point of contact to meet the communication needs of key international customers.
- 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 pro AV suppliers.
- Booking of engineering resource / Logistics / Travel / Critical spares etc.
- Raising of accurate escalations in a timely manner.
- Booking of preventative maintenance visits.
* Engagement with other pro AV departments. Person specification
- Accurate recording of calls and customer/contract requirements
- Effective action and follow-up of required activities
- A meticulous attention to detail
- Administration and organizational 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
- Weekly touch-point meeting, reports and chairing of conference calls.
- About
Us: pro AV designs, integrates and supports blended technology solutions with AV, UC and beyond including end-to-end services and 24/7/365 support to enhance global collaboration and empower your world of communication.
From reviewing technology to integration to post-deployment support, you’re in safe hands when you trust your AV and UC to pro AV.
We are recognised as one of the AV industry’s most powerful international delivery and support operations trusted by a varied client base in more than 80 countries across 6 continents.
To date, we have completed 700+ projects outside of the UK that meets the demands and challenges of a globalised marketplace, keeping the lines of communication and collaboration open.
From our state-of-the-art Customer Services Centre and Video Network Operations Centre (VNOC) our dedicated teams manage, monitor and protect our global clients’ business-critical AV systems architecture, products and technologies 24/7/365.
Equality, Diversity & Inclusion: pro AV is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants.
We want everyone to feel comfortable being themselves and create a culture where we understand and respect each other’s differences. pro AV does not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.
We make employment decision based on the needs of our business and the qualifications and/or experience of the individual. pro AV offers personal and professional development opportunities, not just through traditional qualifications, but also through Apprenticeship schemes, internal training and mentorship programmes.
We support employees and job applicants with their work-life balance through our family friendly policies and practices.
We encourage all to apply
Customer Service Agent in Egham employer: proAV Limited
proAV is an exceptional employer that fosters a dynamic and inclusive work culture, perfect for those looking to kickstart their career in the Smart Workplace sector. With a fully remote role that encourages networking and personal growth, employees benefit from tailored training and clear pathways to advancement, ensuring that your contributions are recognised and rewarded. Join a forward-thinking team where innovation thrives, and your potential is truly limitless.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent in Egham
✨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 in Egham
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.
