The Opportunity
We're looking to build a service team to be the very best in the industry in what we do, and we want the very best people to be a part of it.
Responsibilities
* First port of call for all customer enquiries by phone/email/HubSpot - response time same day for all issues unless otherwise escalated.
* HubSpot ticket allocation within main customer service pipeline to relevant team member within 2 hours of receipt alongside CS KPI.
* Support planned scheduling and bookings for maintenances in line with KPIs and in accordance with NSI requirements supporting Business Support Maintenance Lead.
* Assist team with technical calls and corrective bookings when appropriate - within 48 hours; escalate 2+ visits to Technical Manager and assist with corrective follow-up actions and manage appropriate bookings diary alongside customer support team.
* Processing of cancellations and ensuring sites are closed down on Uptick.
* Assist with daily follow-ups and close down of engineering team.
* Ensure appropriate team cover for holiday and sickness.
General Customer Services
* Monitoring and key holding amendments.
* Back up for call closing and invoicing.
* Tech/corrective logging.
* Telephone answering as required.
* Assist with allocation of unassigned tickets and daily HubSpot management.
* Updating Uptick CRM.
* Systems on test procedure.
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