Customer Service Analyst

Posted 3 days ago

  • Kingston upon Hull, City of Kingston upon Hull, Yorkshire, Yorkshire and Humberside
  • Permanent
  • £24,000.00 / Per Annum
  • External
  • Expires In 25 days
A Customer Service Advisor is a lead point of contact for a client post installation for any non-technical account related matters. As CSA you should be aware of client’s service style, infrastructure & Unique Tevalis Epos set up. (POS/TevX/TevOrder/Integrations/CM/Stock/CRM/Cash Management etc.)
Role and Responsibilities:
Maintain client relationships via the CC ticketing system. Where required follow up calls and recuing contact may be needed.
Take a proactive approach when in communication with clients using phone calls as a preferred method of contact over of email. Build sustainable relationships of trust through open/informative and relevant communication with clients. Any points of note or importance discussed on a phone call should be confirmed via email.
Provide accurate, valid and complete information by using the right methods/tools
Handle complaints, provide appropriate solutions and alternatives within the SLA and follow up to ensure resolution.
Resolve hardware/software or service concerns by clarifying the client’s complaint; determining the root cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolutio
Raise Development Requests on behalf of the client monitor the progress and arrange a ‘spec’ call where needed. Follow up with client when agreed work is completed to ensure implementation.
Ensure your clients account is ‘up to date’ where clients fall behind in payments, arrears must be reviewed, and payment terms agreed.
Ensure clients are aware of ‘New’ services, products/hardware that may be of benefit to them and their operations.
Liaise with the Partnerships and Integration Team to assist clients with the management of any 3rd party relationships. Where issues arise ensure root cause is found if this lies outside of Tevalis ensure the 3rd party applies the required resources to resolve any concerns. Involve Partnerships in the process.
Be aware of opportunities for growth with SAAS, Hardware & Integrations. Where 3rd party requirements need to be fulfilled liaise with Partnerships for referral options.
Where clients raise concerns regarding software/hardware a CSA should take ownership and escalate to the relevant teams ensure complaint is followed through to completion. Act as a point of contact ensuring that Support/Integrations/Development handle any points raised effectively.
If the above sounds like your ideal next role then we would love to hear from you, apply directly through advert