full-time, contract

Service Support Agent

Service Support Agent – Surbiton, Surrey

£18,000 - £19,000 DOE plus benefits

There is currently one permanent & one 9-month, fixed-term contract position available.

  • Do you have a high level of customer service skills?
  • Do you have excellent interpersonal and communication skills, both written and verbal?
  • Are you an individual who has knowledge of photography and photographic products?

About Our Client

We are working on behalf of an impressive global brand who are looking to recruit Service Support Agents to support their customers and join their team based in Surbiton, Surrey.

Job Description

The successful applicants will carry out the following duties:

Principal Responsibilities

  • Providing a high level of service support and administration for both internal and external customers.
  • Answering telephone enquiries within departmental targets as well as dealing with customer via emails, formal letters and at face to face events on occasion.
  • Ensuring essential administrative tasks are carried out whenever necessary to provide an efficient and effective repair service.

Main Tasks

  • Answer telephone calls quickly, in accordance with departmental targets (KPIs – key performance indicators.)  Deal with calls effectively and take action to resolve any issues.
  • Respond effectively to service-related and technical e-mails allocated via a web-based support system, or escalated from first-level support contact centre.
  • Demonstrate a good knowledge of technical, product, photographic and repair issues on a level appropriate to the customer, including professional photographers and retailers.
  • Assist with departmental administration to ensure repairs are accurately registered on the system.
  • Respond to all complaints / queries, both verbal and written, professionally and within agreed timescales.  Update the system with the resolution, customer feedback and ‘what could be done differently’ to ensure processes are working correctly.
  • Ensure all proactive customer calls are contacted within agreed timescales, update the system with the resolution, customer feedback and ‘what could be done differently’ to ensure processes are working correctly.
  • Carry out essential management of database to ensure paperwork and emails are correctly dealt with to ensure the system is up to date.
  • Ensure all customer details are handled in accordance with GDPR guidelines.
  • Make sure payments are processed on the system correctly and within current legislation with regard to credit card numbers.
  • Review workshop backlogs daily to ensure repairs are reviewed and all customers are contacted if their repair exceeds the set lead-time.
  • Provide product and technical support to attendees at shows and events where required.
  • Such other duties as may be reasonably required.

The ideal candidates will:

  • Have A levels or equivalent
  • Have high level of customer service skills
  • Have excellent interpersonal and communication skills, both written and verbal
  • Have an excellent telephone manner
  • Be proficient in Microsoft Office
  • Have the ability to work on own initiative and as part of a team, handing a wide variety of tasks
  • Have good organisation and planning skills
  • Be enthusiastic about learning new skills and in dealing with difficult service issues
  • Have demonstrable problem-solving and analytical skills
  • Be a good listener
  • Be reliable
  • Have knowledge of photography and photographic products which is desirable but not essential

Successful Applicant

The successful applicants will provide a highly professional level of service and support to customers via telephone, email and letter.  They will also carry out administrative tasks to provide efficient and effective repair service.

What’s On Offer

  • 27 days holiday per year, rising to 32 with years of service
  • Pension scheme (5-10% matched contributions)
  • Life assurance
  • Private medical care
  • Private dental insurance
  • Employee assistance programme
  • Income protection insurance
  • Green travel allowance of £750 per annum
  • Discount on company products

Bluetree Recruits is an Equal Opportunities Employer

Bluetree Recruits Ltd is an Equal Opportunities Employer and acts as an Employment Agency in relation to this vacancy.

We offer equal opportunities to all candidates regardless of race, religion, gender, sexuality, disability, age and other protected status as required by applicable law.

We can only consider applications from candidates who are eligible to work in the UK.

Not for you?
Bluetree offers a referral fee of £200 for candidates placed with our clients who successfully complete their probation period.
£200 referral reward
Got a question?
You can refer to job number VR/02947 when contacting us.
Contact us
Job Title:
Service Support Agent
Location:
Surbiton, Surrey
Employment:
full-time, contract
Salary:
£18,000 - £19,000 DOE plus benefits
Apply for position
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