Customer Service Administrator

Travail Employment Group; North Bradley; In loco; GBP 17.000 - 21.000; Tempo pieno

Vantaggi offerti da questo lavoro

Parking

On-Site Facilities

Descrizione del lavoro

Travail Employment Group in Trowbridge is seeking a proactive Customer Service Administrator to join the team. The role involves administrative duties and customer support to ensure requests are handled efficiently and engineers are scheduled effectively.

You will manage tickets in FreshDesk, track progress, and provide regular updates to customers, while maintaining accurate records and producing essential reports.

Competenze

• Strong IT skills with MS Office (Word, Excel, Outlook).
• Excellent written and verbal communication.
• Experience in administration, customer support or helpdesk preferred.

Mansioni

• Log, update, and track support tickets in FreshDesk.
• Monitor queues and inboxes to ensure timely progress.
• Provide customers with regular updates on cases.
• Schedule engineer visits, installations, and maintenance.
• Maintain accurate customer records and documentation.
• Produce reports and administrative documents as required.
• Assist with quotations, purchase orders and service paperwork.
• Escalate urgent issues per SLA.

Conoscenze

MS Office

Communication

Customer Service

Time Management

Attention to detail

Organisational skills

Telephone manner

Teamwork

Strumenti

FreshDesk

Halo

ServiceNow

Zendesk

Descrizione del lavoro

Customer Service Administrator

Trowbridge

£13.20 per hour | Monday-Friday 8:00-16:30 | Parking

Job Role

We are seeking a proactive Customer Support Administrator to join our growing team, providing essential administrative and customer support to our Customer l Support department.

As a Customer Support Administrator, you will play a key role in ensuring customer requests are managed efficiently, support tickets are accurately tracked, and engineers are scheduled effectively. This is an excellent opportunity for someone with strong administration skills, excellent communication abilities, and a passion for customer service.

• Log, update, manage and track support tickets within the FreshDesk support management system.
• Monitor support queues and shared inboxes, ensuring customer requests are assigned and progressed appropriately.
• Provide customers with regular updates regarding support cases and ongoing work.
• Schedule engineer visits, installations, maintenance activities and support calls.
• Maintain accurate customer records, databases and documentation.
• Produce reports, spreadsheets and administrative documentation as required.
• Process supplier and customer documentation efficiently.
• Assist with quotations, purchase orders and service-related paperwork.
• Provide administrative support to the Technical Support team.
• Escalate urgent customer issues where appropriate.
• Ensure all customer requests are managed in line with company processes and Service Level Agreements (SLAs).

Requirements

• Strong IT skills with a good working knowledge of Microsoft Office, including Word, Excel and Outlook.
• Excellent written and verbal communication skills.
• Outstanding customer service and customer-facing experience.
• Strong organisational skills with excellent time-management abilities.
• Ability to prioritise workloads and manage multiple tasks effectively.
• High level of accuracy and attention to detail.
• Professional and confident telephone manner.
• Ability to work independently and collaboratively within a team.
• Previous experience within an administration, customer support, service desk or helpdesk environment would be advantageous.
• Experience using FreshDesk would be highly desirable.
• Candidates with experience of Halo, ServiceNow, Zendesk or similar ticket management systems are encouraged to apply, as these skills are highly transferable.
• Previous experience working to Service Level Agreements (SLAs) and prioritising customer requests accordingly would be beneficial.

Benefits

• 20 Paid Holiday
• On-Site Parking
• Canteen Facilities
• The client may discuss flexible hours
• No weekend work