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Customer Support Administrator

Job Title: Customer Support Administrator
Contract Type: Permanent
Location: North Yorkshire, North Yorkshire
Industry:
IT
Salary: £16000 - £17000 per annum + benefits
Start Date: ASAP
Reference: 67926-ADMIN-KIE
Contact Name: Kim Eager
Contact Email: kim.eager@volt.eu.com
Job Published: November 22, 2016 09:09

Job Description

CUSTOMER SUPPORT - ADMINISTRATION

An exciting opportunity has arisen for a leading Financial Services client based in Harrogate on a permanent basis. You will undertake duties and responsibilities to support the AMS function such as invoicing, quotes, estimates and AMS supplier management. The role will also involve working with small projects to ensure that process and documentation is updated maintained.

KEY RESPONSIBILITIES AND DUTIES

·Management of customer and supplier quotes, contracts, billing and records.
·Liaising with customers, suppliers and internal stake-holders in regards to standard and bespoke projects.
·Producing and analysing monthly service reports.
·Working with internal data systems such as;
·Incident management tool
·AMS Portal
·BT Billing
·Identify and agree customer focussed metrics to measure performance of Suppliers across AMS teams
·Attend and contribute to Service Performance Reviews with customers or suppliers where required
·Track and provide reports on the performance of suppliers
·Review service model with suppliers to ensure the service they deliver is in line with our contractual commitments
·Learn about the organisations products and services and keeping up to date with all changes
·Build relationships with the internal support groups across the organisation
·Identifying customer experience exceptions and implement corrective actions with operational and delivery teams
·Adhere to and support procedures for team activities and output e.g. report production, shared customer repository.
·Support SIP initiatives that are on-going within Customer Services

KNOWLEDGE AND EXPERIENCE NEEDED

·Customer service background
·Strong influencing and facilitation skills
·Proven ability to communicate with Senior Management, both internally and externally
·Confident in ability to present facts in written and oral format
·Statistical analysis
·Excellent communication skills
·Advanced in Microsoft Excel
·Attention to detail
·Ability to work within a fast changing, demanding environment
·Level headed and proven ability to work under pressure
·Self-starter, pro-active approach.