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We’re looking to build a customer 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 CASH
* 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 CASH database
* Systems on test procedure