IT Call Centre Agent – Customer Support

Recruitment Solutions Folkestone Ltd are very excited to be assisting our very well established client in Ashford in recruiting for an IT based Call Centre Agent.

This role will incorporate responsibility for the incoming calls and customer service queries received from customers. Along with providing front line technical support for customers via email and telephone. You should be enthusiastic, approachable, positive, supportive & professional at all times, with the ability to develop strong relationships with people of all levels and experience, and willing to learn any new skills required to fulfil and develop the role.

Hours – 35 hours per week on a flexi contract between hours 8am – 8pm.

All about the Role

Maintaining various client IT systems. The workload will vary, and you will be required to handle telephone inbound & outbound, data processing, customer service and financial queries and reporting as directed by the Team Leader.

Outbound cold calls to warm leads and current accounts to cultivate relationships that ensure long-term customer retention and future sales opportunities.

A large part of this role is direct communication via email and telephone with the client, so a high level of communication skills are required.

You will be the first point of contact for any inbound calls received from Customers,  providing IT support and reporting. Providing written and verbal responses to customer account queries. Identifying potential system and service enhancements.

 Identify trends in customer enquiries, training/team issues and escalate any wider issues to the bureau supervisors.

All About you

Ability to deal with people in a manner which shows sensitivity, tact & professionalism - External & Internal Customers alike.

Must have a good knowledge either through experience or personal interest in technology or wireless communications.

You need to be focused and able to meet targets and deadlines.

English language skills, both verbal and written with a very confident telephone manner and excellent call handling skills

Adaptability when learning new & contemporary approaches to working, you need to be emotionally resilient and be able to work in a challenging environment

Strong time management, follow up and organisational skills and have experience in customer service and or sales/account retention.

Please apply today and you MUST send a covering letter clearly outlining all relevant experience and skills for this role