Helpdesk Executive – Guildford

Location:Guildford
Salary:£22,000 - £26,000
Type:Permanent
Sector:Customer Service

Our client offers a rural, positive, friendly environment and due to continued success are requiring a Customer Helpdesk executive to join their small team.

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfil customer needs to ensure customer satisfaction.

Requires 0-3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices and procedures within a particular field. Rely on instructions and pre-established guidelines to perform

The target is to ensure excellent service standards and maintain high customer satisfaction. 

Job functions:

  • Open and maintain customer accounts by recording account information
  • Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Maintain financial accounts by processing customer adjustments
  • Recommend potential products or services to management by collecting customer information and analysing customer needs
  • Prepare product or service reports by collecting and analysing customer information
  • Contribute to team effort by accomplishing related results as needed
  • Manage large amounts of incoming calls
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/team sales targets and call handling quotas
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Go the extra mile to engage customers
  • Resolve customer complaints via phone, email, mail or social media
  • Use telephones to reach out to customers and verify account information
  • Greet customers warmly and ascertain problem or reason for calling
  • Cancel or upgrade accounts
  • Assist with placement of orders, refunds, or exchanges
  • Advise on company information
  • Take payment information and other pertinent information such as addresses and phone numbers
  • Place or cancel orders
  • Answer questions about warranties or terms of sale
  • Suggest solutions when a product malfunctions

Requirements:

  • Proven customer support experience
  • Track record of over-achieving quota
  • Strong phone contact handling skills and active listening
  • Familiar with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize and manage time effectively

Customer service representative top skills & proficiencies:

  • Customer Service
  • Product Knowledge
  • Quality Focus
  • Market Knowledge
  • Documentation Skills
  • Listening Skills
  • Phone Skills
  • Resolving Conflict
  • Multitask
  • Patience
  • Negotiation
  • Positive Attitude
  • Attention to Detail
  • People Oriented
  • Analysis
  • Problem Solving
  • Organizational Skills
  • Adaptability
  • Ability to Work Under Pressure
  • Computer Skills
Apply now





CV*


Would you like to discuss this role further?
Speak to the 2i Team: 01483 414719

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