The Customer Service Desk Coordinator will join our friendly and close-knit customer services team at our well-established Alarm Receiving Centre based in Bristol. The team of five is headed up by our Customer Experience Manager. Arc provides security monitoring services to system installers across the country, as well as direct users.
The Customer Service team are responsible for all incoming communications from customers, applying updates, adding new connections and providing all-round support to both our customers and direct users.
Daily duties include, but not limited to:
1. Handle telephone enquiries from customers and provide accurate updates.
2. Provide support across a variety of communication channels to customers for all services.
3. Use internal and external systems to log and update customer records; and produce reports.
4. Commission new CCTV and alarm systems to dedicated software packages.
5. Complete high volumes of data entry and other administration tasks.
6. Complete customer complaint investigations and provide resolutions.
7. Provide administrative support to our Accounts and Sales departments.
8. Provide first line technical assistance to our customers.
9. Ensuring standards of customer service excellence are met.
10. Adhere to external regulations, guidelines, internal policies and procedures.
Skills:
1. You will be organised, efficient and have a good eye for detail.
2. You will have excellent telephone and written communication skills with the ability to empathise and relate to customers.
3. You will be a self-starter who is also a good problem solver.
4. You will also enjoy learning and have an aptitude for technical information.
Competencies:
1. Experience within an administrative/customer service focussed role for at least 2 years.
2. You will have experience working with SLAs and have the ability to prioritise tasks.
3. You will be computer literate with experience of Microsoft including Excel.
Option for hybrid working after successful completion of probation period (3 days minimum in the Filton office).
Remuneration: £25,200
Location: Filton
Closing Date: 13-Jan-25
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