Customer Service Representative (Level 1)
Location: Knutsford, Cheshire (Office Based)
Hours: 40 hours per week on a rotating shift pattern
Howard James Recruitment are recruiting for a Customer Service Representative to join a growing technology business providing services to large enterprise customers across multiple sectors.
This is an excellent opportunity for an experienced customer service professional who enjoys problem-solving, working in a fast-paced environment, and delivering exceptional service to clients. You will act as a key point of contact for customers, helping to ensure the smooth operation of a cloud-based platform while supporting incident resolution, service requests and ongoing service improvements.
Benefits
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28 days holiday including bank holidays
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Ongoing training and development
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Career progression opportunities
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Exposure to enterprise-level technology environments
Key Responsibilities
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Act as the first point of contact for customer enquiries and support requests
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Provide a high level of customer service and regular client updates
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Monitor platform performance using system monitoring tools
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Identify, log and resolve incidents in a timely manner
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Escalate complex issues to specialist teams where required
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Process and manage customer service requests in line with agreed service levels
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Investigate recurring issues and assist with root cause analysis
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Maintain accurate records and contribute to internal knowledge bases
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Liaise with internal departments to ensure customer requirements are met
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Build positive relationships with customers and stakeholders
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Support continuous improvement initiatives across service delivery
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Work collaboratively with colleagues to achieve team objectives
Skills & Experience
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Previous experience within a customer service, service desk, helpdesk or support environment
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Excellent verbal and written communication skills
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Strong problem-solving and troubleshooting abilities
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Proactive approach with strong attention to detail
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Ability to prioritise workload and work independently
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Comfortable working in a fast-paced operational environment
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Strong team player with a collaborative attitude
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Experience within a SaaS, technology or IT services environment would be advantageous
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Knowledge of incident management and problem management processes is desirable
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Exposure to Microsoft Azure or cloud-based platforms would be beneficial
Additional Information
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Occasional out-of-hours support may be required for critical incidents
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Full training will be provided
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Applicants must be able to work the rotating shift pattern detailed above
If you are passionate about customer service and enjoy working within a technology-driven environment, we would love to hear from you
