Managed Service Customer Advisor, ARO, GB

Job Title: Managed Service Customer Advisor  

Location: Farnborough 

Salary: £23,875 

Contract type: Permanent  

#LI-Hybrid 

About the role 

The Managed Support Advisor will be responsible for delivering an outstanding service to our Managed Services customers; working to the highest level of detail and professionalism to ensure our customers’ experience a tailored and personal service. Working within our Managed Service team this role manages the customer experience including a bespoke and personal service and day-to-day management for designated accounts and end users. 

Please note that this is a Hybrid role with onsite requirement 3 days a week at our Farnborough office. 

What you’ll do 

•Prioritise, plan and manage own workload when faced with multiple tasks and work to deadlines and targets. 
•Be a contact point for customer queries both externally and internally for any customer related issues. 
•Supporting the customers alongside other advisors with all incoming enquiries; includes answering calls and managing tickets 
•Record information accurately into our database and ensuring data is kept up to date. 
•Prepare quotes, process order requests and liaise with the 3rd party suppliers to ensure delivery is met within the agreed timescale 
•Prepare and enter the information for customer orders in preparation for monthly invoicing 
•Assist the Senior Advisor in maintaining customer and internal stock, updating our records and ordering more stock when required 
•Handle incoming devices items for repair/recycling/swap outs 
•Handle incoming deliveries 
•Liaise and work with Suppliers to ensure full resolution of the ticket. Continuously contact the supplier for an update and keep the customer informed throughout the ticket cycle 
•Provide Network & trouble shooting support for the customers and if unable to resolve ascertain the best team to support the ticket. 
•Work closely with the managed service team and other departments within the business to establish a good working relationship. This will enable the team to manage the customer accounts to an exceptional standard 
•Manage individual weekly/monthly tasks