CUSTOMER EXPERIENCE SPECIALIST

How would you like to work for Opus, one of the UK’s largest independent Managed Service Providers who have recently been recognised as “World Class” in the Best Companies to work for Awards? Established in 1992, Opus integrates best of breed solutions, to deliver tailored, managed services to medium and large enterprises from both the private and public sector nationwide. Our world-class expertise is delivered by our internal teams, while leveraging best of breed technology partners such as Microsoft, Mitel, 8x8, Cirrus, Five9, Gamma where we have achieved platinum partner status. We deliver outstanding customer experience and are the only MSP to be awarded the Service Mark accreditation from the Institute of Customer Service.We are a Disability Confident employer and Living Wage accredited. https://....uk/blog/best-companies-award Where? Join our Service Delivery Team As an individual you will be responsible for first line responses to customer service requests by telephone, email, web, and portal. Additionally, you will be responsible for: . Maintaining Customer Satisfaction . Maintaining allocated work pools ensuring all cases are worked according to their SLA’s and pro-actively manage the CRM tickets . Competency on all supplier portals and communication processes . Ad hoc cover for accepting orders/deliveries, dealing with post . Ad hoc cover for logistics controller ensuring the day-to-day orders are placed and parts are delivered within the required timeframes . Providing out of hours support to our customers within the Networks on call schedule. (The on-call schedule works on a 7 week – 1 week on/6 weeks off rotation with a waiting list to join) Salary £26k 25 Days Holiday + UK Bank Holidays Hybrid working (3 days a week in the Reigate office) Other organisations may call this role Client Success Specialist, Customer Service Advisor, Customer Experience Agent or CX Advisor. We are seeking a Customer Experience Specialist who is/has: . At least 5 GCSE Grades at ‘C’ level or above including Maths and English . Previous employment in a customer service or co-ordination role . PC literate. IT Microsoft office proficient. Exposure to databases preferred . Methodical work ethic. Strong on conflict resolution. Strong problem-solving ability as well as excellent customer care skills . Ability to communicate at all levels with an excellent telephone manner . Ability to understand the point of view of other departments and put own point of view clearly. Good at keeping other departments in the picture and flagging up potential problems . High level of personal motivation, looking to further skills and career through In-House training . Ability to multitask is vital to this role What? can Opus offer you? ·Free daily breakfasts in the office ·Regular companywide events ·Monthly 'shining star' employee recognition awards ·Pension and life insurance ·Refer a friend scheme (£1,000) ·Mental health, financial and legal support ·Training and development plans ·Various annual volunteering opportunities ·Option to buy and sell holiday ·Employee Dream Ball - Quarterly chance to win £3k towards a dream Culture is important to us as are our values Work together to win together Be brave and think differently Own it and never give up Strive to be the best Stay curious and keep learning