We are seeking a highly organised and customer-focused Customer Service Agent / Helpdesk Agent to join our busy Service Operations team. This is an excellent opportunity for an experienced administrator or customer service professional who enjoys problem-solving, building customer relationships, and delivering exceptional support.
Key Responsibilities
* Act as the primary point of contact for customer enquiries via telephone and email.
* Log, manage and monitor service cases through to completion.
* Coordinate engineers, suppliers and resources to ensure service delivery.
* Schedule maintenance visits and service appointments.
* Escalate issues appropriately and communicate progress to customers.
* Maintain accurate customer records and case documentation.
* Monitor service level agreements (SLAs) and ensure targets are achieved.
* Produce reports and assist with service reviews.
* Build and maintain positive relationships with customers and stakeholders.
* Support continuous improvement initiatives within the service team.
Personal Requirements
* Previous experience in a customer service, helpdesk or administration role.
* Excellent communication skills, both written and verbal.
* Strong organisational and time-management skills.
* Ability to manage multiple priorities in a fast-paced environment.
* Excellent attention to detail and accuracy.
* Professional and confident telephone manner.
* Strong problem-solving abilities.
* Ability to work independently and as part of a team.
* Good knowledge of Microsoft Office applications.
Benefits
* Comprehensive training and development opportunities.
* Supportive and collaborative working environment.
* Career progression opportunities.
* Company pension scheme.
* Employee wellbeing initiatives.
* Generous holiday entitlement.
Salary - £32-34k per year.
About Marble Talent Group
Marble Talent Group are specialist engineering recruiters dedicated to supporting candidates at every stage of their careers. We pride ourselves on matching talented individuals with the right opportunities, helping them grow into successful professionals within the engineering sector
Salary description
£32000.00 - £34000.00 per year