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- Tasks: Be the go-to person for key international customers, managing cases from start to finish.
- Company: Join proAV, a global leader in audio visual integration and event services.
- Benefits: Enjoy flexible working hours, professional development, and a supportive work environment.
- Why this job: Make a real impact by enhancing customer relations in a dynamic tech-driven company.
- Qualifications: Experience in customer service, CRM systems, and a keen eye for detail are essential.
- Other info: We value diversity and offer mentorship programmes to help you grow.
The predicted salary is between 28800 - 43200 £ per year.
proAV 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 these areas are subject to SLAs, 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.
Key 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 resource / Logistics / Travel / Critical spares etc.
- Raising of accurate escalations in a timely manner.
- Booking of preventative maintenance visits.
- Engagement with other proAV 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.
- Excellent customer relations and interpersonal skills.
- Ability to take responsibility.
- 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.
Hours of Work
40 hours per week, 9 hours a day on a rotational shift basis between 7am-7pm, including an hour unpaid break, Monday-Friday.
About Us
proAV 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 proAV. 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
proAV 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. proAV 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 decisions based on the needs of our business and the qualifications and/or experience of the individual. proAV 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 employer: Proav
Contact Detail:
Proav Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Agent
✨Tip Number 1
Familiarise yourself with proAV's services and the AV technology industry. Understanding their offerings and how they support clients will help you engage in meaningful conversations during interviews.
✨Tip Number 2
Highlight your experience with incident-based ticketing systems and CRM software, especially Microsoft Dynamics. Be prepared to discuss specific examples of how you've used these tools to enhance customer service.
✨Tip Number 3
Demonstrate your ability to manage customer relationships effectively. Prepare to share instances where you've successfully resolved issues or improved customer satisfaction, as this aligns with the role's key responsibilities.
✨Tip Number 4
Showcase your organisational skills and attention to detail. You might want to prepare examples of how you've managed multiple tasks or projects simultaneously while maintaining high standards of accuracy.
We think you need these skills to ace Customer Service Agent
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and requirements for the Customer Service Agent position. Tailor your application to highlight relevant experience and skills that align with these expectations.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your previous customer service experience, particularly in incident-based ticketing systems and CRM software. Use bullet points to make it easy to read and focus on achievements that demonstrate your ability to maintain high levels of customer service.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight specific examples from your past work that showcase your attention to detail, organisational skills, and ability to manage customer relationships effectively.
Proofread Your Application: Before submitting your application, take the time to proofread all documents for spelling and grammatical errors. A polished application reflects your professionalism and attention to detail, which are crucial for a Customer Service Agent.
How to prepare for a job interview at Proav
✨Know the Company Inside Out
Before your interview, make sure to research proAV thoroughly. Understand their services, values, and recent projects. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Demonstrate Your Customer Service Skills
Prepare examples from your past experiences that highlight your customer service skills. Focus on situations where you resolved issues, maintained relationships, or improved service levels, as these are crucial for the role.
✨Familiarise Yourself with Relevant Tools
Since the role involves using incident-based ticketing systems and CRM tools like Microsoft Dynamics and SAP, brush up on your knowledge of these systems. If you have experience with them, be ready to discuss how you've used them effectively in previous roles.
✨Showcase Your Attention to Detail
Given the meticulous nature of the job, prepare to discuss how you ensure accuracy in your work. You might want to share specific examples of how your attention to detail has positively impacted customer satisfaction or operational efficiency.
