Customer Service Agent

Customer Service Agent focuses on single point of contact to meet the communication needs of key international customers.

What the role involves

• Single point of contact to meet the communication needs of key international customers.
• Management and ownership of cases throughout their lifecycle and through to completion.
• Case diagnosis and first line qualification of issues before call out.
• Ensure cases are restored for service within SLA.
• Due to the nature of the Support Services business many of theses areas are subject to SLA’s, key performance indicators and balanced scorecard assessments.

Skills and requirements

• Experience of incident-based ticketing systems.
• Experience of CRM systems, (ideally Microsoft Dynamics).
• Previous Customer Service experience.
• Weekly touch-point meeting, reports and chairing of conference calls.

Confirmed role details

• Hours per week, hours a day on a rotational shift basis between am-pm, including an hour unpaid break, Monday-Friday.

Candidate fit

• Accurate recording of calls and customer/contract requirements.
• Effective action and follow-up of required activities.
• Excellent customer relations and interpersonal skills.

Additional role context

• ProAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally.