Customer Service Representative

Calero-MDSL; City of Edinburgh; On-site; GBP 25,000 - 35,000

Job description

Calero is an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability.

JOB SUMMARY

Calero, the leading technology expense management solution for complex enterprises, is looking for a Customer Service Representative in their UK office locations. Reporting to the Mobility Support Manager, you will support end-users to process their requests for mobile services directly with vendors across the world in a call-center and support environment. In addition, you will provide 1st, and where necessary, 2nd line support to our customer’s end-users for support on the mobile device.

ESSENTIAL JOB RESPONSIBILITIES

• Provide 1st line support via inbound phone calls, chats, email and tickets
• Maintain and resolve incidents and tickets daily
• Maintain a high quality of service on the phone and through email/chat
• Partner with the Service Operations Team on customer onboarding and escalations

EXPERIENCE

• Mobile Device and Service Support experience desired
• Experience with Zendesk preferred
• Ability to utilize knowledge base to provide support to customers
• Proficient in Microsoft 365 (Word, Excel and Outlook)

SKILLS

• Attention to detail
• Agility to fast paced environment
• Ability to prioritize and manage multiple responsibilities
• Demonstrates a sense of urgency and ability to meet deadlines
• Japanese language (verbal and written) skill desired

COMPETENCIES

• Excellent verbal, written, and non-verbal communication skills
• Lead by example by maintaining strong ethics, values, trust, and integrity
• High emotional intelligence and critical/forward thinking
• Action oriented, results driven, and ensures accountability
• Customer Focused
• Quality decision making
• Analytical skills
• Organizational skills and planning/priority setting
• Excellent ability to work collaboratively and confidentially with all levels in the organization

BENEFITS

• Private Healthcare for you and your immediate family
• Gym Membership at Nuffield Health or equivalent
• Life Insurance (pay out being 4 times your salary)
• Competitive Paternity and Maternity Package
• Team Building Budget and Employee Events
• Office Drinks, Snacks, Coffee etc.
• Volunteer Day
• Flexible Bank Holiday Policy

PLEASE NOTE: Our mobility support team is open 7 days a week, 365 days per year, between the hours of 08.00am – 21.00pm weekdays, and 08.00am – 20.00pm at weekends. Your shift rotation will fall within these time frames and whilst there are a variety of full-time shift patterns on offer – for example, 8.5 hours, 10 hours or 12 hours – please be aware that these are also subject to change. Rest assured however that you’ll get 30 days’ notice prior to any changes.

Please note that candidates must have the right to work in the UK now and in the future as Calero are unfortunately unable to sponsor visa applications or take over sponsorship of an employment visa at this time.