Technical Customer Service Lead

Job Title: Technical Customer Service Lead

Job Location: Ahmedabad, Gujarat, India,

Working hours: UK office hours 1:30 PM to 10:00 PM (Monday to Friday)

Job Description

• To be responsible for maintaining and delivering the highest possible level of customer service; always delivering above and beyond their expectations.
• To ensure that where possible all customer enquiries (non-technical) and complaints are resolved to the customer's satisfaction.
• To act as the voice of the customer within the Client providing valuable customer insight to the business to drive continual service improvement.
• To demonstrate the Client's core values of Personal Responsibility in Delivering Excellence.

Responsibilities

• To assess and resolve enquiries, requests and complaints, primarily by phone, email and letter to ensure that customer enquiries are resolved at the first point of contact unless specialist knowledge or further investigation is required.
• To use sound judgement and make decisions within established processes and procedures for each service request including logging, processing, and progressing chasing enquiries.
• To log and maintain various databases of communication between the customer and the business.
• To encourage feedback on services provided recognize the changing needs of the service and make recommendations to the management for service improvement.
• To improve the data integrity and consistency of the Customer Relationship Management System (CRM).
• Owning all formal Customer Complaints for the business and pushing through for an efficient resolution, followed by formal correspondence to the customer

Required experience:

• 2 years of experience working within a customer service or contact centre role.
• Experience dealing with customers face-to-face and over the phone.
• B2B experience in a similar industry
• Experience using a Customer Relationship Management System (CRM)
• Good working knowledge of Microsoft Office
• Excellent written and verbal skills
• Proven problem solver able to demonstrate analytical skills.
• The ability to collaborate with the immediate team and virtual teams where applicable.

Desirable Experience:

• Knowledge of working within an ISO9001 and/or ISO20000 environments.
• Knowledge of the ITIL Framework.
• Experience working for a telecommunications provider.
• Experience working in a managed services provider environment.