Job Description
KEY DUTIES / RESPONSIBILITIES:
- To be the first point of contact for external customer support queries and issues via phone and email; ensuring the customer is kept up to date.
- To maintain customer call logs.
- Where appropriate, refer external customer support queries to an appropriate member of staff ensuring that full and accurate details of the query is first obtained to enable a prompt and professional response.
- Escalate calls to Customer Support and Training Manager where necessary.
- To be responsible for inputting customer data/information onto Bluespier systems/databases ensuring that accurate and up-to-date data is available for Bluespier staff at all times.
- To prepare all customer correspondence accurately and professionally with guidance from the Customer Support Manager and Customer Support Trainer, ensuring all required information is included and correspondence is distributed in a timely manner.
- Create user documentation as requested.
- Any other duties as required by the Customer Support & Training Manager.
GENERIC TASKS:
- To gain product knowledge.
- To learn and follow internal team processes.
- To work closely with customers to understand their requirements using a variety of mediums: in person, over the phone and over email.
- To actively be aware of and progress opportunities to cross sell products and services.
- Any other duties as directed by the Customer Support & Training Manager.
Personal Qualities :
- Positive attitude
- Trustworthy
- Self-motivated
- Honest
- Enthusiastic
- Has integrity
Skills Required :
- Good communicator
- Literate
- Numerate
- Good IT Skills
- Good telephone manner
- Asks for help when unsure
- Team player
- Able to follow instruction
Future Prospects : An excellent opportunity to progress within the business upon the successful completion of this apprenticeship.
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