Temp Customer Support & Tech Help Specialist

Azolver; 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 cover. In this role you will manage incoming calls, provide first-line technical support, handle support emails, coordinate replacements and spare parts, and strive to maintain high levels of customer satisfaction.

You will work with internal teams to ensure service contracts are understood and opportunities for upgrades are identified, with comprehensive

Qualifications

• Strong customer service mindset and 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 with the ability to manage multiple requests, priorities and follow-ups.

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 in the service management system to confirm whether they have a fully comprehensive service contract.
• Where appropriate, identify opportunities to convert customers to a fully comprehensive service contract.
• Complete contract upgrades (uplifts) within the specified timeframes.
• Manage customer expectations and provide clear information about available services and applicable charges.
• Coordinate replacement products and spare parts requests, ensuring they are handled efficiently.
• Complete all required customer callbacks relating to spare parts and replacements.
• Ensure that all relevant replacement and spare parts processes are followed correctly.
• Apply effective call avoidance techniques to minimise unnecessary engineer call-outs and product replacements, while ensuring that customer issues are resolved appropriately and agreed performance targets are achieved.
• Follow all established procedures, including those relating to faulty ink, chargeable services and product replacements.
• Ensure that any applicable chargeable service details are verbally confirmed with customers in accordance with company procedures.
• Achieve the variable performance targets set by management.
• Contribute to the continuous improvement of customer satisfaction and the overall customer experience.
• Undertake other duties and responsibilities as reasonably assigned by management from time to time.

Skills

Customer service mindset

Verbal communication

Written communication

Troubleshooting

Organisational skills

Independent work

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 cover. In this role you will manage incoming calls, provide first-line technical support, handle support emails, coordinate replacements and spare parts, and strive to maintain high levels of customer satisfaction.

You will work with internal teams to ensure service contracts are understood and opportunities for upgrades are identified, with comprehensive