Customer Support & Tech Help Specialist (Contracts)

FP Mailing (West End) Ltd; Greater London; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Pension scheme

Perkbox vouchers

Job summary

FP Mailing UK is seeking a customer-focused and proactive Customer Support Call Handler to join our team on a temporary maternity leave replacement basis. You will handle incoming calls, provide first-line technical support, and coordinate replacements and spare parts to keep customers satisfied.

You will also manage support emails, perform follow-ups, identify opportunities to upgrade service contracts, and ensure that all established customer support procedures and performance targets are met.

Qualifications

• Strong customer service mindset and a genuine commitment to delivering excellent customer experiences.
• Excellent verbal and written communication skills.
• Professional, patient and solution-oriented approach when dealing with customers.
• Ability to identify issues, troubleshoot problems and find practical solutions.
• Strong organisational skills and the ability to manage multiple requests, priorities and follow-ups.
• Accuracy and attention to detail when recording information and following established procedures.
• Ability to work independently, take responsibility for tasks and meet performance targets.
• Cooperative attitude and the ability to work effectively with colleagues and external customers.

Responsibilities

• Answer incoming telephone calls promptly, efficiently, and professionally.
• Provide customers with the highest level of service by responding to their questions in a helpful, informative, and professional manner.
• Diagnose and resolve technical issues over the phone whenever possible.
• Return customer calls when requested and ensure that all necessary follow-ups are completed.
• Cooperate effectively with internal teams and external customers to ensure a smooth and positive customer experience.
• Check customer service contract details to confirm coverage and identify upgrade opportunities.
• Complete contract upgrades within the specified timeframes.
• Coordinate replacement products and spare parts requests and ensure proper processes are followed.
• Apply call avoidance techniques to minimise engineer call-outs while meeting performance targets.

Skills

Customer service

Verbal communication

Written communication

Troubleshooting

Problem solving

Organizational skills

Attention to detail

Independent work

Teamwork

Job description

FP Mailing UK is seeking a customer-focused and proactive Customer Support Call Handler to join our team on a temporary maternity leave replacement basis. You will handle incoming calls, provide first-line technical support, and coordinate replacements and spare parts to keep customers satisfied.

You will also manage support emails, perform follow-ups, identify opportunities to upgrade service contracts, and ensure that all established customer support procedures and performance targets are met.