An opportunity has arisen to join CNS’s brand new Helpdesk due to expansion. Do you take pride in sharing your expertise in systems to help customers? Are you passionate about providing excellent customer service?

We are looking for service orientated individuals to form a team of Helpdesk Analysts on a temporary basis, becoming part of a team that is key to the success of CNS. A truly exciting, unique opportunity for the right individual.

The Customer Service Analyst provides essential first and second line support to over external customers including leading Global shipping lines, ports, express air carriers, freight forwarders, HM Customs and other inspection agencies.

The CNS Helpdesk provides a professional service and is available 24 hours a day, 365 days a year for all enquiries into the business, offering 1st and 2nd line support to expedite the timely resolution of all customer queries.

KEY RESPONSIBILITIES

• Monitor emails and answer calls from customers
• Liaise with support team in Dubai
• Supporting and completing customer on boarding administration
• Complete admin and customer maintenance
• Filter emails and calls to correct department if required
• Able to take ownership of customer issues and to accurately interpret and communicate detailed customer information
• Ensure all relevant information captured in ticketing system

Monitor status of tickets to ensure timely resolution of customer

Essential

• 5 GCSEs at grades 4-9 including Maths and English or equivalent
• Experience of working is a customer service setting
• Effective communicator including excellent written and oral communication
• IT and computer literacy
• Ability to deliver excellent customer service/experience in a customer facing role
• Proven analytical skills and able to make decisions under pressure
• Ability to multi-task
• Ability to work as part of a team with a positive attitude
• A flexible approach to work is required as you will be expected to work a rotating shift pattern

Desirable

• Knowledge of both Import / Export procedures
• Experience of freight, shipping, cargo or logistics working environments

HOURS OF WORK: 37.5 hours per week as required by the Head of Department, Monday – Friday. Required to participate on the on-call rota.

BENEFITS:

• Competitive salary plus shift allowance (pro-rata)
• Retention bonus paid at the end of your contract
• 25 days holiday (pro rata)
• Pension scheme – contributions matched up to 6%
• Life assurance
• Option to join the company BUPA private medical scheme
• Medicash
• Flexible benefits platform with a wide range of offers to choose from
• Free parking

This role requires you to be based on site, therefore you must be able to commute to our offices based in Southampton.

TO APPLY:

Please submit your CV and a covering letter to [email protected].

CLOSING DATE: 30 June 2021