Customer Service Agent

About the role

ATA is seeking a Customer Service Agent to act as the single point of contact for key international customers. You will manage cases from initial diagnosis through to resolution, ensuring service levels are met and strong relationships are maintained.

Key responsibilities

• Serve as the primary liaison for dedicated key accounts, handling all communication needs.
• Own cases throughout their lifecycle, diagnosing issues and qualifying them before escalation.
• Ensure cases are restored within SLA, coordinating engineering resources, logistics, travel, and critical spares.
• Book preventative maintenance visits and manage weekly touch‑point meetings, reports, and conference calls.
• Maintain accurate case reporting, billing systems, purchase orders, and invoicing.
• Produce quotations and raise accurate escalations in a timely manner.

Required profile

• Excellent customer relations and interpersonal skills.
• Meticulous attention to detail with strong administrative and organisational abilities.
• Ability to take responsibility, multitask and meet SLA‑driven deadlines.
• Self‑starter who can work independently while contributing to a larger service delivery team.

Required skills

• Experience with incident‑based ticketing systems.
• Proficiency in CRM platforms, preferably Microsoft Dynamics.

What we offer

• Competitive salary between £28,000 and £32,000 per year.
• Opportunities to develop expertise in a leading technology integration business.
• Supportive team environment focused on delivering high‑quality customer service.