Customer Success & Escalations Specialist

IMServ Europe Ltd; Milton Keynes; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Annual bonus up to 10%

Enhanced pension

Life assurance (up to 6x salary)

Health plan

Job summary

IMServ Europe Ltd is seeking a proactive Customer Service Advisor to be the first point of contact for end users and partner customers in Milton Keynes. You will handle live chats, emails and some calls, resolve queries at first point of contact, and escalate when needed to ensure SLAs are met.

The role requires clear communication, a good command of English, and the ability to work in a busy environment. We offer benefits including bonus potential and pension enhancements.

Qualifications

• Customer-focused; able to identify and respond to customer needs.
• Able to build strong rapport with customers quickly in writing and verbally.
• Good problem solving; grasp problems quickly and draw informed conclusions.

Responsibilities

• Handle incoming live chats and emails regarding services within SLA.
• Aim to resolve the majority of queries at first point of contact.
• Handle CRM queries for smaller clients including reporting.
• Resolve escalated customer complaints promptly and effectively.
• Work with credit control to reduce aged debt.
• Provide feedback to drive process improvements across the business.

Skills

Customer focus

Rapport building

Problem solving

Time management

English proficiency

Work under pressure

Education

GCSE or equivalent

Tools

Microsoft Office

Job description

IMServ Europe Ltd is seeking a proactive Customer Service Advisor to be the first point of contact for end users and partner customers in Milton Keynes. You will handle live chats, emails and some calls, resolve queries at first point of contact, and escalate when needed to ensure SLAs are met.

The role requires clear communication, a good command of English, and the ability to work in a busy environment. We offer benefits including bonus potential and pension enhancements.