Customer Support Liaison

Customer Support Liaison

You’ll provide first class customer service and should be highly organised with excellent communication skills. Some travel to customer sites is required as you will be expected to play a significant role in maintaining and growing our managed service customers. You will also be involved in our high-end support customer base, in some cases overseeing multiple action points.
 

Responsibilities:

  • Recording customer retention, updating systems and reporting on leavers
     
  • Reporting on customers at risk 
     
  • Monitoring new customers, producing one and three-month profitability reports 
     
  • General customer care and liaison including addressing any negative feedback 
     
  • Working closely with our Team Leaders and Support Administration Manager to ensure continued outstanding results. 
     
  • Covering Support Administration overflow and holidays (answering phones, registering new tickets, and where necessary allocating issues to relevant team members) 

 

The Candidate

Experience:

  • Excellent communication skills at all levels
     
  • Experience of face to face interaction with customers and the ability to handle difficult situations in a calming professional manner 
     
  • Good time management and organisation skills are essential 
     
  • The ability to work unsupervised and use your own initiative, drawing on past experience, whilst also being a good team player. 

 

Personal Qualities:               

  • Warm, friendly and professional manner 
     
  • Excellent telephone/communication stills 
     
  • Reliable, dependable and committed to making a difference, you’ll know and understand what it means to deliver amazing service and will thrive on the challenge of always exceeding expectation. 
     
  • Standards orientated with a ‘good eye for detail’ 
     
  • Passion for high standards of service 
     
  • Calm under pressure 
     
  • Take ownership and responsibility.

 

Start Date:

 

As soon as possible