Customer Service Agent

About the role

We are looking for a Customer Service Agent to join our Service Operations team in Egham, Surrey. Working 40 hours per week, Monday‑Friday, you will support key international clients, handling service requests from first contact through to resolution while maintaining agreed service levels and customer satisfaction.

Key responsibilities

• Act as the primary point of contact for customer service and support enquiries.
• Manage support cases through their full lifecycle, ensuring timely resolution.
• Perform first‑line diagnosis and qualification of issues.
• Coordinate engineers, logistics, travel arrangements and spare parts as required.
• Escalate issues appropriately within agreed service levels.
• Schedule preventative maintenance visits.
• Liaise with internal departments, customers and suppliers to ensure effective communication.
• Produce reports and take part in customer review meetings and conference calls.

Required profile

• Previous experience in a customer service, helpdesk, service desk or support role.
• Strong organisational and administrative abilities.
• Excellent communication and customer relationship management skills.
• High attention to detail with the capacity to manage multiple tasks.
• Commercial awareness and a proactive problem‑solving approach.

Required skills

• Experience with ticketing or incident management systems.
• Knowledge of CRM systems, preferably Microsoft Dynamics.
• Experience using SAP.
• Exposure to AV/VC or technology support environments.

What we offer

• Competitive salary dependent on experience.
• Opportunity to work with international clients.
• Supportive team environment and career development opportunities.