Customer Service Associate job at Ely Full Time NEW

Location: Ely, Cambridge
Type: Permanent
Hours: Full-time, 37.5 hours per week – Monday – Friday 08:30 am – 5:00 pm with one hour for lunch, unpaid.
Salary: £24,800 per year

OVERVIEW

ASL (Automated Systems Group Limited) has grown to be one of the UK’s top independent suppliers of office services focussing on Managed Print Services (MPS), Unified Communications and software/IT.

ASL offer impartial advice and consultancy, delivering a strategic focus and assisting companies to achieve improved productivity and cost savings whilst providing them with market-leading quality, service and reliability.

We are a company that looks to build every department on the principles of customer care.

SUMMARY

To play a key role in ensuring a high level of customer satisfaction by delivering a positive experience throughout the customer’s journey with the Company. You will be the first port of call to address enquiries, resolve issues, and work to improve retention and satisfaction by escalating issues where needed.

KEY RESPONSIBILITIES

• Provide excellent customer service both internally and externally communicating professionally at all times, using a variety of communication methods.
• Act as the first point of contact for customers, identifying and resolving basic issues at initial interaction, such as paper jams or scan quality concerns.
• Take part in product and solution training to understand customers queries.
• Handle a high volume of inbound telephone calls, processing customer requests.
• Handle and process requests for service and consumables using a variety of different methods – for example telephone, email, portals, website.
• Assist with the investigation of meter readings, with a focus on automated methods.
• Promote automated methods for processing meter reading and service requests such as software, portals, web, etc.
• Respond to queries and issues for service provision involving third parties e.g DPD.
• Assist with monitoring and handling multiple email inboxes, portals alerts, tickets and related input.
• Work with the Digital Service and Dispatch teams to effectively respond to service requests.
• Promote ASL’s products and services e.g ECO boxes, Network Support, etc.
• Maintain and update customer records with relevant current information.
• Provide customer support when and where required.

KEY MEASUREMENTS

• Accurate and timely query resolution
• Acknowledge requests and queries within 8 working hours

SPECIAL REQUIREMENTS

• Strong communication skills
• A passion for providing excellent customer service
• Good team player, demonstrating flexibility and adaptability

IN RETURN WE OFFER:

• Working hours Monday – Friday, 8:30am – 5:00pm with one hour for lunch, unpaid.
• Initially 25 Days annual leave in addition to Bank Holidays rising to 28 after 5 years service.
• Excellent training & development opportunities within a growing organisation.
• Partnership with charities that offer learning and development opportunities
• Life insurance.
• BUPA health assessment.
• Physical, mental and emotional wellbeing support for you and your family including bereavement counselling.
• Bereavement and probate service including counselling, funeral concierge support and will writing
• GP access 24/7, 365 days a year.
• Volunteering leave policy (2 days/15 hours per year).
• 10% TradePoint (B&Q) discount.
• Company social events.
• Free flu vaccines each winter.
• Free parking.

Any offer of employment is subject to satisfactory right-to-work and reference checks. Enhanced DBS checks will be carried out for field-based roles.

Pay: £24,800.00 per year

Benefits:

• Company events
• Company pension
• Employee discount
• Free parking
• Life insurance
• On-site parking
• Referral programme
• Sick pay
• Store discount

Ability to commute/relocate:

• Ely CB7: reliably commute or plan to relocate before starting work (required)

Work Location: In person