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Technical Support Advisor – Permanent

J11917

Newcastle

£24,000

19-08-2021

Permanent

24-12-2021

Customer Service Advisor

-

Company Description

MTrec Commercial are proudly representing our prestigious client who are a highly successful customer service organisation.

Due to growth and expansion for 2021 they are now looking to recruit a permanent Customer Service Advisors as soon as possible. If you have a background in technical support and you are able to provide a great customer experience and available to start a new role immediately, please apply for an immediate response. You must be IT literate, experienced in dealing with customers in a calm and professional manner and be able to also respond to customer service calls and emails. You will also be able to display an enthusiastic and friendly attitude and where necessary provide customers with support and guidance, to help them during the call.

You will be joining a truly expanding and dynamic company, a superb team-based culture and huge opportunities to progress and advance your career. The company are looking for committed and hard-working customer service orientated individuals who are looking for a long-term permanent job opportunity.

If you are successful, following a screening process, you will be asked to start as soon as possible. You can be in a permanent job very quickly.The role will be home based for initial 3 weeks training, then into a hybrid system split working in office 1 day per week and the rest from home, with all IT equipment provided by the company.

Job Specification

The Role

  • The role will involve supporting customers with technical problems and helping identify the best solution, product or service to match their needs. To provide an exceptional service delivery experience through call ownership, business focussed solutions and technical expertise that delivers very happy customers.
  • To take ownership & accountability for offering solutions that benefit our customers
  • To provide our customers with the correct solution that solves their query and aims to always exceed their expectations.
  • To ensure excellent customer service standards are delivered at all times.
  • Demonstrating empathy by consistently seeing the customers point of view
  • Supporting & embracing change with a positive ‘can do’ approach
  • To take on board all relevant training and demonstrate a comprehensive understanding of all products and services
  • To recognise opportunities to ‘add value’ to a customer’s relationship with us by recognising and maximising revenue opportunities
  • To proactively contribute to the success of the team by sharing knowledge and ideas.
  • To take ownership and always look for areas of improvement and self-development
  • To demonstrate and deliver exceptional problem solving and trouble shooting skills
  • To proactively seek feedback from coaches and managers to look at ways of improving the customer experience
  • To adapt your communication style to suit the customer.

The Person

  • Exceptional communication and organisation skills – and the ability to follow through and manage a larger workload
  • You will have a customer service background and ideally have worked in some form of technical support role previously.
  • A proven ability to adapt to a fast paced and continually changing environment
  • Desire to work with a team and learn from other team members.
  • Knowledgeable of customer business needs
  • Motivated by team work and resolving tasks and issues
  • High ethics and standards
  • Good problem-solving skills
  • Thinks through consequences of actions and can present clear rationale for decision making
  • Able to negotiate effectively and handle difficult and confrontational situations
  • Ability to work towards targets and deadlines
  • Able to perform a variety of administrative tasks
  • Flexible and Enthusiastic
  • Excellent communication skills both written and oral
  • Excellent customer service skills

The Benefits

  • Monday – Friday hours – No weekends!
  • Home working (to be reviewed in September 2021)
  • Offered a permanent role immediately
  • Friendly and supportive working environment
  • Continuous training and development
  • £19,500 competitive salary
  • Fantastic company culture
  • Working in a technical support role, so really helping customers problem solving and find solutions.

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