[ref. a56474800] Customer Success Associate
Type: Permanent
Hours: Full time, 37.5 hours per week - Monday - Friday 8:30am - 5:00pm with one hour for lunch, unpaid.
Salary: £22,500
ASL (Automated Systems Group Limited) has grown to be one of the UK’s top independent suppliers of office services focussing on Managed Print Services (MPS), Unified Communications and software/IT.
ASL offer impartial advice and consultancy, delivering a strategic focus and assisting companies to achieve improved productivity and cost savings whilst providing them with market-leading quality, service and reliability.
We are a company that looks to build every department on the principles of customer care. With a high level of both customer and employee retention, we provide a Managed Service solution to most of our customers and many of these projects have required the introduction of innovative software solutions, managed and maintained by ASL.
The role of Customer Service Administrator is varied, with a focus on customer service delivery and related tasks, required to support the day to day operation of the business.
KEY RESPONSIBILITIESProvide excellent customer service both internally and externally communicating professionally at all times, using a variety of communication methods
Take part in product and solution training to understand customers' queries
Handle a high volume of inbound telephone calls, processing customer requests
Handle and process requests for service and consumables using a variety of different methods -e.g telephone, email, portals, website
Assist with the collection and processing of meter readings, with a focus on automated methods
Review and administer the use of manufacturer portals to assist with service delivery and meter reading input
Respond to queries and issues for service provision involving third parties e.g DPD
Assist with monitoring and handling multiple email inboxes, portals alerts, workpools and related input
Work with the ASSIST and dispatch teams to effectively respond to service requests
Promote automated methods for processing meter reading and service requests such as software, portals, web, etc.
Promote ASL’s products and services e.g ECO boxes, Maintain and update customer records with relevant current information
Provide customer support when and where required
Work to create a Customer Experience review objectives
KEY MEASUREMENTSMeeting departmental deadlines and achieving objectives
Accurate and timely query resolution
Acknowledge requests and queries within 24 hours
SPECIAL REQUIREMENTSStrong communication skills
A passion for providing excellent customer service
Good team player, demonstrating flexibility and adaptability
IN RETURN WE OFFER: Working hours Monday - Friday, 8:30am - 5:00pm with one hour for lunch, unpaid.
Initially 23 Days annual leave in addition to Bank Holidays rising to 26 after 5 years serviceExcellent training & development opportunities within a growing organisation
Life insurance
BUPA health assessment
Physical, mental and emotional wellbeing support for you and your family
Volunteering leave policy
10% TradePoint (B&Q) discount
Free parking