Customer Service Agent (24/5 shift)

  • Location: Egham, Thorpe, Egham
  • Function: Customer Services
  • Salary: £20K - £26K / Annum
  • Reference: 12494
  • Job Type: Permanent
Customer Service Agent (24/5 shift)  

7.00am - 4.00pm
10.30pm - 7.30am
2.00pm to 11.00pm
10.00am - 7.00pm
9.00am - 6.00pm
8.00am - 5.00pm


The role is responsible for maintaining high levels of customer service and support for dedicated key accounts.  Developing and sustaining excellent customer relations whilst ensuring the commercial impact of accounts are upheld, are primary objectives of the role.

Responsibilities will include:

- Single point of contact to meet communication needs of key International customers.
- Management and ownership of cases throughout their lifecycle and through to completion.
- 24 x 5 x 365 shift cover.
- 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 suppliers.
- Booking of engineering resource / Logistics / Travel / Critical Spares etc.
- Engagement with other departments.
- Raising of accurate escalations in a timely manner.
- Booking of preventative maintenance visits.
- Weekly Touch-point meeting, reports and chairing of conference calls.
- Responsible for keeping case reporting and billing systems up to date.
- Raising supplier purchase orders.
- Invoicing management.
- Excellent customer relations and interpersonal skills.
- Production of quotations.

Key skills:

- Accurate recording of calls and customer/contract requirements
- Effective action and follow-up of required activities
- A meticulous attention to detail
- Administration and organisational skills
- Commercial awareness
- Excellent customer relations and interpersonal skills
- Ability to take responsibility
- Ability to multi task and meet SLA based deadlines
- Ability to work on own initiatives, whilst part of a larger service delivery team
- A dedicated and flexible approach to the role 

Additional requirements / Advantages:

- Experience of incident based ticketing systems 
- Experience of CRM systems, (ideally Microsoft Dynamics)
- Experience of SAP 
- Previous Customer Service experience

Unfortunately due to the volume of applications we receive, if Copperfield Recruitment Ltd has not contacted you within five days of your application then please assume you have been unsuccessful on this occasion.
Please note that by applying for this vacancy you accept Copperfield Recruitment Ltd`s Privacy Policy and GDPR Policy which can be found at our website and therefore give us consent to contact you.

Copperfield Recruitment Ltd are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.

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