- Lancashire, United Kingdom
- £19,000 to £21,000 per annum
Helpdesk Advisor – Preston
£19,000 – £21,000 Salary
My client is one of the UK’s leading fire safety companies who provide a range of services, quality products and training courses for businesses and organisations of all kinds, they are looking for a Helpdesk Advisor to join their team based in Preston on a permanent basis.
The Customer Services Team provides excellent customer service, support and assistance to external customers and the internal operations team. The Helpdesk Administrator is a vital part of the team and builds strong relationships with customers through their ability to respond to customer queries, resolve customer issues and ensure the service they receive from the Operations Team is seamless. Throughout all interactions they must maintain a high level of professionalism and present the organisation in the best light possible. Work to KPI’s to ensure customer queries are responded to within the agreed Service Level Agreements.
* Work through the Helpdesk inbox in a timely manner ensuring all queries receive a response within the agreed departmental response time,
* Handle customer complaints, provide appropriate solutions and alternatives within the agreed customer SLA or departmental time limits
* Answer incoming phone calls and provide advice to internal and external customers in relation to:
Pricing and delivery information
Visit update and Technician journey information
Summarise visit points from technicians, note instances of services issues for line managers
Prepare a customer account report detailing product and service requirements for their sites next service due dates for specific product discipline summary points in relation to the customer site e.g. don’t supply fire blankets, only refills rather than new etc.
Customer performance reports
Projected costs for customers to enable their budget planning
Provide customers with copy certificates/tickets to support their inspections. Noting the frequency of requests, should the customer request all certificates in bulk, note on the system and advise Line Manager to establish if any changes are due.
Accept jobs on customer portals prior to sending the job to the Planning & Dispatching Division to who will then forward the job to a Technician
Log and forward to the Planning & Dispatching Division any routine none portal work which includes reactive callout, maintenance orders, relevant queries / job requests / quote acceptances / overdue job requests which need to be assigned to a Technician.
Investigate customer credit requests
Action change of details requests from customers and amend in the CRM system
Be proactive in query resolution
Ensure all data entry is consistent, accurate and supports the flow established in the CRM system, to ensure true and in date customer, data is available to the business.
Authorised team members must add new customers to the CRM system in support of the take on procedure. This must include initial do’s and don’ts for new customers.
Ensure post customer meeting instructions are noted on the CRM system
Assisting new staff members on troubleshooting and diagnosing problems
Log and forward Purchase Order Numbers for completed and invoiced jobs to Invoicing
Processing quotations and recommendations using QuoteWerks
* Additional leave
* Company events
* Company pension
* Flexible schedule
* On-site parking
* Monday to Friday
* GCSE or equivalent
* Customer Support: 2 years
To apply for this position please submit your up to date CV via email to firstname.lastname@example.org or contact Karen Otton on 02392 314795.
stride is acting as an Employment Agency in relation to this vacancy.