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1st line support customer administrator

  • Customer Service
  • Portsmouth
  • + Bonus
  • Permanent
  • Full Time
  • 12 Jan 2018
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1st Line Support Customer Administrator
Salary £17-18K based on experience plus £3,000 bonus increasing to £6,000 after successful probation

About us

Yourcentre is a UK based contact centre that supports an exciting range of clients from various sectors. We are powered by our people and are driven and inspired which is reflected in our workplace. Our culture is something we protect carefully. We are passionate and professional and take pride in what we do.


Yourcentre Ltd is in the heart of Portsmouths city centre, only 2 minutes walk from Portsmouth & Southsea train station with fantastic transport links. 1 Guildhall Square, Portsmouth, Hampshire, PO1 2GJ

Job Purpose Summary:

As a 1st Line Support Customer Administrator, you will be responsible for receiving calls/ emails from Clients, Installer and the sales team. You will support the relationship from start to finish taking full ownership of any queries ensuring a positive resolution and customer experience. You will maintain effective business relationships, build brand advocacy and delighting the customer at every touch point to encourage repeat business and referrals.

Customers are at the heart of what we do therefore you will always provide a professional, courteous and attentive service that demonstrates the importance of the customer to Cloudview. You will support and help develop your colleagues to ensure they all deliver an excellent quality service externally and internally. You will be vital in helping the company out-perform industry renewal rates

1st Line Support Customer Administrator Key Responsibilities and Accountabilities (Duties)

* 1st contact point/ support line for Cloudview Clients and staff
* Maintaining and developing relationships with customers and third parties, through inbound calls and emails (Account management)
* To be a product expert in Cloudview and create a positive and effortless process for the customer journey
* To develop the processes for managing post sale activity
* Upselling and account growth using sales through service
* Taking the 1st line lead with certain accounts to give customer continuity
* Handling calls from customers and potential customer - including Technical, Installations and specific account management
* Case management
* Updating Manual System
* Updating full interactive CRM
* Meeting and exceeding key performance indicators
* Adhoc general procurement and administration duties
* Creating and understanding bespoke and system driven reports

1st Line Support Customer Administrator Experience required:

* Experience of working with a CRM system - Essential
* Experience in Microsoft Office, Excel - Essential
* Previous Customer Service Experience - Essential
* Previous Contact Centre experience - Desirable but not essential
* One Drive - Desirable but not essential

Please apply today to find out more about the role of 1st Line Support Customer Administrator and become part of the Yourcentre team.

The vacancy you have applied for is being advertised by CVWOW Ltd, the UK's leading, award winning recruitment specialist. No terminology in this advert is intended to be deemed discriminatory. We are happy to accept applications from all suitably qualified persons regardless of their age, gender, race, religion, disability, sexual orientation or marital status. Full terms and conditions of the CVWOW business can be found on our website.

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