This role is within K3’s fast paced Retail Division - the UK’s leading supplier of Microsoft Dynamics – so we want leading professionals to join us. Our company delivers integrated multi-channel solutions that help retailers create a unique shopping experience. And, of course, we use only the best in new technologies. As a K3 team member you would work with leading retail clients such as Alliance Boots, Agent Provocateur, American Golf, Clinton Cards, Dobbies Garden Centres, Dreams, GameStation, GameStop, Kiddicare,  Ryman, Shoon, Space NK and The White Company, White Stuff, Jigsaw and Links of London. 

K3 Retail Business Solutions are a Gold Level Microsoft Partner, Presidents Club member and an Inner Circle member; so we’ve earned a rewarding reputation that takes dedicated team members to maintain.  We employ around 130 staff in our retail division, based at Milton Park, Didcot, Oxfordshire, (which has easy access of A34 and accessible to M4 and M40). We offer great pay and benefits as well as a creative and vibrant atmosphere to work in.

To pro-actively contribute towards the effective and efficient operation of the Customer Services department by performing necessary administrative duties
To perform general company administration and maintain the quality and accuracy of the contact management data in the company’s sales system

Customer Support duties include: 
Ø   Answering of incoming telephone calls routed directly to the
     Support Department, respond to initial queries and then route the
     calls appropriately
Ø   Logging of support calls (received by telephone and e-mail) onto
     support system
Ø   Logging of 1st level calls with 3rd party hardware and software
     partners and monitoring of their progress
Ø   Review support calls of “awaiting customer” and waiting
     confirmation of closure statuses and chase customers regularly for
     the required information
Ø   Review support calls falling outside of their desired response and
      fix times and escalate them to Support Management
Ø   Administer the holiday planner, out of hours and weekend shift
      rotas for the department
Ø   Sending bespoke customer reports
Ø   Maintaining customer contact and technical details up to date in
      the internal system
Ø   Chasing Project Managers and Consultants for updates on
      support issues
Generic duties include:
Ø   Day to day data input and maintenance of Customer Service
     Share Point area
Ø   Produce various statistical reports relating to departmental
     performance (specified by CS Mgmt)
Ø   System data entry and document typing as required
Ø   Ensure all issues are escalated to the necessary level
Ø   Always work to meet and exceed both departmental and individual
     KPI targets and Service Level Agreements
Ø   Any other duties as specified by Customer Service Management
     in line with current level.

Ø   Chase colleagues for progress updates of any issues (e.g.
      Support Calls)
Ø   Communicate any issues (including customer feedback) to the
      necessary line manager
Ø   Attend and contribute to relevant Company Staff meetings
Ø   Contribute any ideas, comments and suggestions for the future of
      the Customer Service department and the company as a whole

Ø   Answer initial customer telephone calls into the Customer Service
      office
Ø   Chase customer regularly for any issues that are waiting for their
      response
Ø   Communicate with customers regularly to obtain valid remote
      access details, recent databases, etc.

Ø   Experience working in an administrative position, with good
      communication skills essential
Ø   IT skills, experience working with Microsoft Windows Office, in
      particular Excel is essential
Ø   Previous experience working with ERP (Enterprise Resource
      Planning) systems beneficial
Ø   Good educational background
Ø   Personal Skills
Ø   Excellent communication skills both oral and written
Ø   Resourceful, energetic and enthusiastic
Ø   Good attention to detail
Ø   Ability to multi-task and work well under pressure, both as part
      of the team and on own initiative
Ø   Confident
Ø   Ability to manage ever changing workload and time according to
     deadlines set

Based at K3’s offices in Didcot.