Job Summary
We are seeking a dedicated full-time Customer Service Representative to join our team. The ideal candidate will be responsible for providing exceptional service to our customers, addressing their enquiries, and ensuring a positive experience.
Atlas' business depends on our customer relationships being of the highest quality. You should be customer focused and carry out all tasks in a consistent, efficient and effective manner. You will have excellent communication skills, effective people skills and be able to deal successfully with both internal and external stakeholders. You will be enthusiastic, flexible and be able to prioritise & manage customer enquiries whilst liaising with our technical support, sales & finance functions to ensure customers get the service they need.
Join us in delivering outstanding service that makes a difference.
Person Specification
ESSENTIAL
1. 5 G.C.S.E’s to include English and Mathematics at grade C or above
2. A minimum of 3 years recent experience of working within a Customer Service environment
3. A minimum of 2 years’ experience in using a Call Management System/CRM
4. A high level of IT Skills
5. Ability to work as part of team but also the ability to work unsupervised
6. Ability to multi-task and fulfil a range of required tasks
7. Ability to work under pressure
DESIRABLE
1. Educated to ‘A’ Level standard or equivalent
2. Previous relevant experience in a Telecommunications/Network/IT Customer Service environment
3. Previous experience in generation of management reports
Job Role and Responsibilities
1. Handling of all inbound telephone calls promptly and professionally
2. Managing the Customer Service email Inbox, ensuring prompt responses to all incoming external/internal emails
3. Raising customer fault requests, orders and queries on our CRM system following the set processes and work instructions
4. Prompt dispatch of work requests to the Engineering/Tech teams via the CRM system
5. Accurately processing incoming orders from the Sales Department on the Work Management system
6. Liaising with Sales executives to ensure correct order procedures and processes are followed
7. Invoicing of jobs, sales orders and contracts, ensuring all billing is accurate and timely
8. Building and maintaining customer contracts on the CRM and supplier portals, ensuring that equipment/assets/services are added and updated appropriately
9. Miscellaneous Customer Services duties as and when required i.e. monthly invoice generation, etc.
Managing Information
1. To be responsible for ensuring that all information is recorded stored and maintained both internally and externally
2. To be responsible for ensuring that all relevant information is communicated internally and externally, as soon as is required, and practicable
3. To be responsible for ensuring the all quality procedures are implemented and the appropriate documentation is maintained as required
Working Relationships
1. To be responsible for ensuring that you establish and maintain appropriate internal and external contacts
2. To ensure that you develop effective working relationships with your colleagues.
3. To ensure that in all areas of your work role you identify and minimize interpersonal conflict
4. To be responsible for ensuring that you work within the policies and procedures of the organisation and that you familiarise yourself with these policies and procedures.
5. To ensure that you actively work towards your agreed individual objects and targets as required
6. To ensure that you contribute effectively to the overall objectives of your team and the organisation
7. To be responsible for ensuring that you participate fully in team meetings and encourage the principles of team working and a customer focused approach within your area of responsibility and work role
8. To be responsible for ensuring that you actively promote equality issues within your area of operational responsibility
Training and Development
1. To participate fully in all agreed training and development opportunities
2. To participate fully in the organizational performance appraisal process
3. To take responsibility for your own personal and professional development
Other Responsibilities
1. Carry out such other duties as required by your Line Manager, and as are consistent with your job role.
Job Type: Permanent
Pay: £30,000.00-£31,000.00 per year
Benefits:
* Free parking
* On-site parking
* Private medical insurance
Schedule:
* Day shift
* Monday to Friday
* No weekends
Education:
* GCSE or equivalent (required)
Experience:
* customer service: 3 years (preferred)
Licence/Certification:
* Driving Licence (preferred)
Work Location: In person
Application deadline: 13/01/2025
Reference ID: ATLASCSA/12025
Expected start date: 20/01/2025
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