The Opportunity
Were 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.
- 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 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 closed down on Uptick
- Assist with daily follow-ups and close down of engineering team
- 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