Customer Support

Masstemps are currently recruiting for a full time customer service coordinator to join a busy and expanding IT company located in the heart of Kidderminster. The role: - First point of contact for all customer communications - Deliver the service through the ticket management tool - Manage the customer’s asset inventory in line with the fix agreement i.e. parts only, onsite fix, response + parts & engineer or device swap. - Respond to incidents efficiently and professionally, providing customer updates as incident progress. - Ensure returned faulty parts are repaired and put back to stock. - Escalate technical issues to Engineers as necessary - Request & book Engineer to site where appropriate - Obtain accurate PO’s for invoicing - Raise orders for part deployment - Proactively manage customer expectations - Produce reports: activity volumes, stock, dispatch etc - Liaise with internal teams; Technical, Warehouse, Logistics The ideal candidate will: - Attention to detail - Adaptable approach to tasks as this is a varied role - Flexibility – additional hours may be required occasionally - Proactive, hands-on approach to work - Excellent communication - Problem solving skills - Ability to work under pressure & to strict deadlines - Ability to multitask a high volume of tasks & prioritise workload - Ability to work on own initiative & be a team player - Positive attitude. Progression is available for people who demonstrate the above. Hours of work: Monday - Friday 8am-4pm or 9am-5pm Rate of pay: £24k - £25k