Inbound Customer Service
Providing critical support to our customers you will be answering a range of queries, providing help, advice and resolving issues, escalating where necessary.
Some of the responsibilities will include:
> Outbound sales calls - upselling to existing customers
> Being the first point of contact for customer technical, renewals, orders, billing, account enquiries via telephone, mail and fax
> Ensuring all enquiries are logged and kept up-to-date and all problems followed through until resolved or concluded
> Processing cancellations and refunds
> Ensuring complaint logs are kept up-to-date and all problems are followed through until resolved or escalated for quick resolution
> Ensuring customers are kept up-to-date with developments
> Ensuring all enquiries are resolved in line with the department SLAs & KPI's
> Adding SSL certificates
> Hosting swaps when required
> Escalating problems to a team leader where necessary
> Creating knowledgebase articles for the support centre
Required Skills & Experience
> Strong IT skills
> Resilient & confident with the ability to problem solve
> Knowledge of Microsoft Word, Excel and Outlook at an intermediate level
> Clear written and verbal communication skills
> Knowledge of web technologies such as websites, dedicating hosting and email set-up
> Previous customer care or technical support experience within an IT/Web based/technical environment
Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.
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