Customer Experience Specialist

Opus Technology; Pulborough; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Pension and life insurance

Daily breakfasts in the office

Company events

Refer a friend £1,000

Flexible holiday

Job summary

Opus Technology seeks a customer service representative to handle first line responses by phone, email, web, and portal. You will maintain satisfaction, manage CRM tickets, and support orders, deliveries and post as needed.

The role requires 12+ months in customer service, GCSEs including Maths/English, and strong MS Office skills. On-site role with benefits including pension, life insurance, and training opportunities.

Qualifications

• GCSEs including Maths and English at grade C or higher.
• At least 12 months in a customer service role.
• PC literate with MS Office and database exposure.
• Strong communication, conflict resolution and problem-solving abilities.
• Able to multitask and work to SLA targets.

Responsibilities

• Respond to customer service requests via telephone, email, web and portal.
• Maintain customer satisfaction and pro-actively manage CRM tickets.
• Be competent on supplier portals and communication processes.
• Ad hoc cover for orders/deliveries and handling post.
• Support logistics controller to place day-to-day orders and deliver parts on time.
• Provide out-of-hours support according to the on-call schedule.

Skills

Customer service

Telephone manner

Communication

Problem solving

Multitasking

Conflict resolution

Education

GCSEs incl Maths & English

Tools

Microsoft Office

Job description

As an individual you will be responsible for first line responses to customer service requests by telephone, email, web, and portal. Additionally, you will be responsible for:

• Maintaining Customer Satisfaction
• Maintaining allocated work pools ensuring all cases are worked according to their SLA's and pro-actively manage the CRM tickets
• Competency on all supplier portals and communication processes
• Ad hoc cover for accepting orders/deliveries, dealing with post
• Ad hoc cover for logistics controller ensuring the day-to-day orders are placed and parts are delivered within the required timeframes
• Providing out of hours support to our customers within the Networks on call schedule. (The on-call schedule works on a 7 week - 1 week on/6 weeks off rotation with a waiting list to join), Entry to the £3,000 quarterly Dreamball draw
• Regular fully funded companywide events
• Complimentary daily breakfasts in the office
• Monthly 'outstanding performer' accolades
• Pension and life insurance
• Personalised training and development pathways
• A rewarding Refer a friend scheme (£1,000)
• The flexibility to adjust your holiday allowance

Where your values align with ours Work together to win together Be brave and think differently Own it and never give up Strive to be the best Stay curious and keep learning Meet Opus Established in 1992, we are different to the rest, priding ourselves on being a customer-driven and service-led technology provider. Our focus is delivering tailored technology with purpose and building long-term partnerships with our clients. In 2023, we launched the next phase of our ambitious growth strategy with the goal of doubling our turnover by 2026. We're on track to meet this target, and we're seeking top talent like you to join us on this exciting journey. By joining Opus, you embark on an exhilarating journey filled with impactful projects and continuous professional development, empowering you to expand your expertise and leave a significant mark on businesses nationally. If you're ready to be part of a dynamic team and help us reach new heights, we'd love to hear from you.

Imagine yourself in a role where your professional growth and creativity are championed every step of the way. Opus is the UK's largest independent Managed Service Providers, recently ranked as "World class" by the Best Companies to work for awards.

• At least 5 GCSE Grades at 'C' level or above including Maths and English
• Minimum 12 months previous employment in a customer service role
• PC literate. IT Microsoft office proficient. Exposure to databases preferred
• Methodical work ethic. Strong on conflict resolution. Strong problem-solving ability as well as excellent customer care skills
• Ability to communicate at all levels with an excellent telephone manner
• High level of personal motivation, looking to further skills and career through In-House training
• Ability to multitask is vital to this role