Customer Service & IT Advisor

We have an exciting opportunity to become part of our in-house team of Customer Support & IT Advisors here at James Hall & Co. As a key member of our Customer Support Hub, you’ll handle a blend of customer service and IT-related queries. You’ll ensure smooth operations by resolving customer issues, troubleshooting technical problems, and maintaining high service standards for our network of around 450 SPAR stores. Here’s What You Can Expect to be Doing

• Providing first-line support for customer queries: Addressing a range of issues from general service enquiries to IT support, including till problems, software issues, and network outages.
• Collaborating with IT specialists: Liaising with the wider IT department for complex technical issues and following escalation processes to ensure timely resolution.
• Communicating effectively: Engaging with customers and internal teams through email, Microsoft Teams, telephone, and face-to-face interactions.
• Managing and documenting incidents: Accurately recording and overseeing incidents while coordinating with internal and third-party teams for swift resolution.
• Contributing to excellent customer service: Upholding our company’s reputation through your commitment to quality service and technical proficiency.
• Taking personal responsibility: Proactively managing tasks, following through on commitments, and seeking solutions independently rather than waiting for direction.

A Few Things About You

We’re seeking individuals with a passion for both customer service and IT support. While prior experience in a contact centre or IT support environment is preferred, we particularly value the following attributes:

• Customer Service Excellence: A proven track record in delivering high-quality customer service, with the ability to manage customer expectations and resolve issues effectively.
• IT Support Experience: Strong understanding of troubleshooting hardware, software, and network issues.
• Excellent communication skills: Both verbal and written, with the ability to explain technical issues clearly and effectively.
• Problem-solving abilities: A proactive approach to addressing customer issues and a keen eye for detail.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment and work effectively under pressure