Role Overview proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally. Our immediate requirement is for an experienced Customer Service Agent/Helpdesk Agent to be a key part of our Egham team, taking full responsibility for maintaining high levels of customer service and support for dedicated key accounts. Due to the nature of the Support Services business many of theses areas are subject to SLA's, key performance indicators and balanced scorecard assessments. Developing and sustaining excellent customer relations whilst ensuring the commercial impact of accounts are upheld, are the primary objective of the role. This is an office based role in Egham, Surrey. This role works on fortnightly shift pattern, working 40 hours per week, 9 hours a day with shift patterns between 7am-7pm. This is an exciting opportunity for an exceptional, experienced Customer Service Agent/Helpdesk Agent to join an established operation with scope to drive and enhance the service at every opportunity. Experience and seniority of the position will be reflected by the remuneration and benefits package. Key Responsibilities Single point of contact to meet the communication needs of key international customers. Management and ownership of cases throughout their lifecycle and through to completion. Case diagnosis and first line qualification of issues before call out. Ensure cases are restored for service within SLA. Central point of contact between international customers and proAV suppliers. Booking of engineering resource / Logistics / Travel / Critical spares etc. Raising of accurate escalations in a timely manner. Booking of preventative maintenance visits. Engagement with other proAV departments. Weekly touch-point meeting, reports and chairing of conference calls. Person specification Accurate recording of calls and customer/contract requirements Effective action and follow-up of required activities A meticulous attention to detail Administration and organizational skills Commercial awareness Excellent customer relations and interpersonal skills Ability to take responsibility. Desirable skills Experience of incident-based ticketing systems Experience of CRM systems, (ideally Microsoft Dynamics) Experience of SAP Experience of working in an AV / UC technology arena Previous Customer Service experience About proAV proAV designs, integrates and supports blended technology solutions with AV, UC and beyond including end-to-end services and 24/7/365 support to enhance global collaboration and empower your world of communication. From reviewing technology to integration to post-deployment support, you're in safe hands when you trust your AV and UC to proAV. We are recognised as one of the AV industry's most powerful international delivery and support operations trusted by a varied client base in more than 80 countries across 6 continents. To date, we have completed 700+ projects outside of the UK that meets the demands and challenges of a globalised marketplace, keeping the lines of communication and collaboration open. From our state-of-the-art Customer Services Centre and Video Network Operations Centre (VNOC) our dedicated teams manage, monitor and protect our global clients' business-critical AV systems architecture, products and technologies 24/7/365. Equality, Diversity & Inclusion proAV is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants. We want everyone to feel comfortable being themselves and create a culture where we understand and respect each other's differences. proAV does not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We make employment decision based on the needs of our business and the qualifications and/or experience of the individual. proAV offers personal and professional development opportunities, not just through traditional qualifications, but also through Apprenticeship schemes, internal training and mentorship programmes. We support employees and job applicants with their work-life balance through our family friendly policies and practices. We encourage all to apply.
Apr 26, 2024
Full time
Role Overview proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally. Our immediate requirement is for an experienced Customer Service Agent/Helpdesk Agent to be a key part of our Egham team, taking full responsibility for maintaining high levels of customer service and support for dedicated key accounts. Due to the nature of the Support Services business many of theses areas are subject to SLA's, key performance indicators and balanced scorecard assessments. Developing and sustaining excellent customer relations whilst ensuring the commercial impact of accounts are upheld, are the primary objective of the role. This is an office based role in Egham, Surrey. This role works on fortnightly shift pattern, working 40 hours per week, 9 hours a day with shift patterns between 7am-7pm. This is an exciting opportunity for an exceptional, experienced Customer Service Agent/Helpdesk Agent to join an established operation with scope to drive and enhance the service at every opportunity. Experience and seniority of the position will be reflected by the remuneration and benefits package. Key Responsibilities Single point of contact to meet the communication needs of key international customers. Management and ownership of cases throughout their lifecycle and through to completion. Case diagnosis and first line qualification of issues before call out. Ensure cases are restored for service within SLA. Central point of contact between international customers and proAV suppliers. Booking of engineering resource / Logistics / Travel / Critical spares etc. Raising of accurate escalations in a timely manner. Booking of preventative maintenance visits. Engagement with other proAV departments. Weekly touch-point meeting, reports and chairing of conference calls. Person specification Accurate recording of calls and customer/contract requirements Effective action and follow-up of required activities A meticulous attention to detail Administration and organizational skills Commercial awareness Excellent customer relations and interpersonal skills Ability to take responsibility. Desirable skills Experience of incident-based ticketing systems Experience of CRM systems, (ideally Microsoft Dynamics) Experience of SAP Experience of working in an AV / UC technology arena Previous Customer Service experience About proAV proAV designs, integrates and supports blended technology solutions with AV, UC and beyond including end-to-end services and 24/7/365 support to enhance global collaboration and empower your world of communication. From reviewing technology to integration to post-deployment support, you're in safe hands when you trust your AV and UC to proAV. We are recognised as one of the AV industry's most powerful international delivery and support operations trusted by a varied client base in more than 80 countries across 6 continents. To date, we have completed 700+ projects outside of the UK that meets the demands and challenges of a globalised marketplace, keeping the lines of communication and collaboration open. From our state-of-the-art Customer Services Centre and Video Network Operations Centre (VNOC) our dedicated teams manage, monitor and protect our global clients' business-critical AV systems architecture, products and technologies 24/7/365. Equality, Diversity & Inclusion proAV is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants. We want everyone to feel comfortable being themselves and create a culture where we understand and respect each other's differences. proAV does not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We make employment decision based on the needs of our business and the qualifications and/or experience of the individual. proAV offers personal and professional development opportunities, not just through traditional qualifications, but also through Apprenticeship schemes, internal training and mentorship programmes. We support employees and job applicants with their work-life balance through our family friendly policies and practices. We encourage all to apply.
Customer ServiceHelpdesk Representative- Based at our office in Dalgety Bay, Scotland.We're looking for exceptional Helpdesk Agents to join our Service Desk. This role consists of providing advice, guidance, and incident management to our customers who use our hardware and services to accept payments in store. You'll be joining a dynamic team to provide end-to-end support, enabling businesses to offer payments in-store. The work environment is enjoyable, friendly, and supportive, and full training is provided if your application is successful.Immediate start available. This role is purely office based within our Dalgety Bay contact centre. Easy car commute with secure car parking. Easily accessible via public transport being minutes away from the Dalgety Bay Train Station and Bus Stops. Situated in a growing business park with a small retail park including fast food and supermarkets within walking distance.Office compliant to government COVID guidelines and PPE available for all staff.We work an 8 hour, 6-shift pattern between 8am and 8pm, Monday to Friday which includes 2 weekends every 6 weeks with weekdays off to compensateYour day-to-day responsibilities include:You are the first point of contact for our customers, you will handle incidents and requests via telephoneYou ensure that all interactions with our customers are logged accurately within our ticketing tool and that our processes are adhered to, to provide the best experience possible for our customersYou triage and solve problems, using appropriate support tools and knowledge articlesYou ensure a prompt resolution to incidents raised by our customers and where resolution is not possible, assignment to Level 2 Support will be undertakenYou manage a workload of incidents and requests raised by our customers and you own these until resolution, ensuring that Service Level Agreements (SLA's) are met for our clientsSkills we can't do without:You hold any previous experience of working in a customer-focused environment, be that Service Desk, Call Centre, Contact Centre, Helpdesk or Retail and Leisure industriesYou are comfortable using a PCYou possess strong interpersonal and communication skills, with the ability to communicate effectively both verbally and in writing with parties at various levels of businessYou can work in a fast-paced environment and effectively as part of a teamYou pay attention to detail to ensure that our customers receive the best service possibleMore reasons to join us:In addition to joining a global leader in digital transformation, you can also expect an excellent range of benefits. These include: a rewarding salary, generous annual leave, private medical insurance, an attractive pension scheme plus many more. We also operate a flexible benefits scheme, allowing you to purchase discounted products and services.What's more, we really value Innovation, Cooperation, Excellence and Empowerment. These values are reflected on our daily work. This is the core of our organization. At Worldline our top priority is to engage, encourage and develop you to help you improve your potential. In fact, we have comprehensive training and development programs in place demonstrating our dedication to developing your career.Our success comes from strong skills, new insights, diverse points of view and the energy of all Worldliners. Not only do they represent the Heart and Face of our company, they are also key players in our success. We make leading our talents a major asset in the success of our business.Worldline is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, age, status as an individual with a disability, or other applicable legally protected characteristics.Apply Now
Dec 09, 2021
Full time
Customer ServiceHelpdesk Representative- Based at our office in Dalgety Bay, Scotland.We're looking for exceptional Helpdesk Agents to join our Service Desk. This role consists of providing advice, guidance, and incident management to our customers who use our hardware and services to accept payments in store. You'll be joining a dynamic team to provide end-to-end support, enabling businesses to offer payments in-store. The work environment is enjoyable, friendly, and supportive, and full training is provided if your application is successful.Immediate start available. This role is purely office based within our Dalgety Bay contact centre. Easy car commute with secure car parking. Easily accessible via public transport being minutes away from the Dalgety Bay Train Station and Bus Stops. Situated in a growing business park with a small retail park including fast food and supermarkets within walking distance.Office compliant to government COVID guidelines and PPE available for all staff.We work an 8 hour, 6-shift pattern between 8am and 8pm, Monday to Friday which includes 2 weekends every 6 weeks with weekdays off to compensateYour day-to-day responsibilities include:You are the first point of contact for our customers, you will handle incidents and requests via telephoneYou ensure that all interactions with our customers are logged accurately within our ticketing tool and that our processes are adhered to, to provide the best experience possible for our customersYou triage and solve problems, using appropriate support tools and knowledge articlesYou ensure a prompt resolution to incidents raised by our customers and where resolution is not possible, assignment to Level 2 Support will be undertakenYou manage a workload of incidents and requests raised by our customers and you own these until resolution, ensuring that Service Level Agreements (SLA's) are met for our clientsSkills we can't do without:You hold any previous experience of working in a customer-focused environment, be that Service Desk, Call Centre, Contact Centre, Helpdesk or Retail and Leisure industriesYou are comfortable using a PCYou possess strong interpersonal and communication skills, with the ability to communicate effectively both verbally and in writing with parties at various levels of businessYou can work in a fast-paced environment and effectively as part of a teamYou pay attention to detail to ensure that our customers receive the best service possibleMore reasons to join us:In addition to joining a global leader in digital transformation, you can also expect an excellent range of benefits. These include: a rewarding salary, generous annual leave, private medical insurance, an attractive pension scheme plus many more. We also operate a flexible benefits scheme, allowing you to purchase discounted products and services.What's more, we really value Innovation, Cooperation, Excellence and Empowerment. These values are reflected on our daily work. This is the core of our organization. At Worldline our top priority is to engage, encourage and develop you to help you improve your potential. In fact, we have comprehensive training and development programs in place demonstrating our dedication to developing your career.Our success comes from strong skills, new insights, diverse points of view and the energy of all Worldliners. Not only do they represent the Heart and Face of our company, they are also key players in our success. We make leading our talents a major asset in the success of our business.Worldline is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, age, status as an individual with a disability, or other applicable legally protected characteristics.Apply Now
As a market leader in the cruise industry, Carnival operate spectacular ships all over the world. Develop your future with a world-leading cruise company that includes the prestigious P&O Cruises and Cunard Line brands. We are recruiting for a number of vacancies in our Contact Centre and have opportunities for you to join us as a Personal Cruise Advisor or Partnership Helpdesk Advisor. In these vital roles you will have the opportunity to be part of a fantastic team and help create unforgettable holiday happiness for all of our guests and be an advocate for our brands, ensuring that we are easy for our Travel Agent partners to do business with. We have big plans for the future and with new ships on the horizon, there has never been a more exciting time to join us. The Role(s) In the Personal Cruise Advisor role, you will spend most of your time talking to our guests, providing an extraordinary level of customer service, promoting our brands and helping people to book their perfect cruise, as well as those little extras to make the holiday really special. If successful in the Partnership Helpdesk Advisor role you would be focused on providing expert sales and system support to Travel Agents when all self-service options have been exhausted, resolving a range of product, process and sales queries at the first point of contact and building great relationships with our partners. If you love talking about holidays and have a flair for sales and customer service then either of these roles could be the one for you. About You We are looking for people who want to become a cruise expert and develop their career in this field, are passionate about travel, get a buzz from selling and love to help their customers with all kinds of enquiries. You'll need to work closely with your colleagues and build relationships to help you solve problems and be really comfortable with technology and working in an exciting fast paced environment. This role is a full time, permanent position, you may be required to work every other Saturday, but don't worry - you'll also have a day off in the week. You'll be based part time in our beautiful, welcoming office in the heart of Southampton (and you'll get plenty of discounts with local businesses!) which is conveniently located close to transport links to Winchester, Portsmouth and Bournemouth. You will be working from home on the days you are not in the office, which offers great flexibility. You are sure to be working with a great team of likeminded individuals, who share a desire to support and deliver exceptional customer service to our Guests. We'll pay you a competitive salary and you'll be eligible for HUGE discounts on our holidays so that you can experience the inspirational brands you'll be selling and talking about every day. You can access the full job description the Personal Cruise Advisor and for the Partnership Helpdesk Advisor by clicking apply below.
Sep 13, 2021
Full time
As a market leader in the cruise industry, Carnival operate spectacular ships all over the world. Develop your future with a world-leading cruise company that includes the prestigious P&O Cruises and Cunard Line brands. We are recruiting for a number of vacancies in our Contact Centre and have opportunities for you to join us as a Personal Cruise Advisor or Partnership Helpdesk Advisor. In these vital roles you will have the opportunity to be part of a fantastic team and help create unforgettable holiday happiness for all of our guests and be an advocate for our brands, ensuring that we are easy for our Travel Agent partners to do business with. We have big plans for the future and with new ships on the horizon, there has never been a more exciting time to join us. The Role(s) In the Personal Cruise Advisor role, you will spend most of your time talking to our guests, providing an extraordinary level of customer service, promoting our brands and helping people to book their perfect cruise, as well as those little extras to make the holiday really special. If successful in the Partnership Helpdesk Advisor role you would be focused on providing expert sales and system support to Travel Agents when all self-service options have been exhausted, resolving a range of product, process and sales queries at the first point of contact and building great relationships with our partners. If you love talking about holidays and have a flair for sales and customer service then either of these roles could be the one for you. About You We are looking for people who want to become a cruise expert and develop their career in this field, are passionate about travel, get a buzz from selling and love to help their customers with all kinds of enquiries. You'll need to work closely with your colleagues and build relationships to help you solve problems and be really comfortable with technology and working in an exciting fast paced environment. This role is a full time, permanent position, you may be required to work every other Saturday, but don't worry - you'll also have a day off in the week. You'll be based part time in our beautiful, welcoming office in the heart of Southampton (and you'll get plenty of discounts with local businesses!) which is conveniently located close to transport links to Winchester, Portsmouth and Bournemouth. You will be working from home on the days you are not in the office, which offers great flexibility. You are sure to be working with a great team of likeminded individuals, who share a desire to support and deliver exceptional customer service to our Guests. We'll pay you a competitive salary and you'll be eligible for HUGE discounts on our holidays so that you can experience the inspirational brands you'll be selling and talking about every day. You can access the full job description the Personal Cruise Advisor and for the Partnership Helpdesk Advisor by clicking apply below.