Customer Engagement Agent

Foresight Sports Europe • Full-time • Guildford, Surrey, England, United Kingdom • £21k - £23k / year • 22h ago

Summary

Foresight Sports Europe is the exclusive distributor and support centre for the golf industry’s leading trade and consumer technologies across the UK, Europe, Middle East, and Africa. Our Foresight Sports products range from the GC3, GCQuad and GCHawk Launch Monitors through to full immersion indoor golf simulators, coaching and fitting studios, and driving range solutions.

Job description

We are seeking an entry level Customer Agent who is passionate, driven, customer focussed and organised. We will provide training and support and you will be based out of our head office on the outskirts of Guildford, Surrey.

Duties

Support ticket creation from all telephone calls into the support department.
Support ticket updating from all emails sent into the support department (communication via phone to establish all relevant information).
Support ticket creation from webchat facility.
Support ticket follow up (communication via phone) from Auto-Bot (Webchat) facility.
Support Ticket creation/update via TEAMs
Administration of SPAM tickets from within support ticket system.
Administration of loan fleet whilst with customers (communication via phone for arrival/collection).
Responsible for daily check of any software/hardware updates across the Foresight range, communicating to the team, business, and VIP customers.
Assist with the maintenance of our Simulation/Demo environment.
Hardware: Loan Agreement documentation (prepare & send to/contact customer)
Hardware: Follow up call to customers who haven’t responded to repair approval
Business: Contact customers for FSX details (assist creating accounts if required)
Support for post installation support including proactive customer engagement and offer of survey.
Responsible for communicating required changes to “Canned Responses” to appropriate team member – eventually taking responsibility for the updates.