Customer Service Agent

Role Overview

proAV is a leading global audio‑visual integrator, delivering AV and event services across multiple international client partnerships.

We need an experienced Customer Service Agent / Helpdesk Agent for our Egham team. The role involves maintaining high levels of service and support for key accounts, meeting SLAs, KPIs and balance‑scorecard assessments. It offers a scope to drive and enhance service.

• Act as single point of contact for key international customers.
• Own and manage cases throughout their life cycle to completion.
• Diagnose and qualify issues before outsourcing.
• Ensure case resolution within SLA.
• Coordinate with proAV suppliers and internal departments.
• Book engineering resources, logistics, travel and critical spares.
• Escalate accurately and timely.
• Book preventative maintenance visits.
• Engage with other proAV departments.

• Accurate recording of calls and customer/contract requirements.
• Effective action and follow‑up of required activities.
• Meticulous attention to detail.
• Strong administrative and organisational skills.
• Commercial awareness.
• Excellent customer relations and interpersonal skills.
• Ability to take responsibility.

• Experience with incident‑based ticketing systems.
• Experience with CRM systems (ideally Microsoft Dynamics).
• Experience with SAP.
• Experience in AV / VC technology arena.
• Previous customer service experience.
• Weekly touch‑point meetings, reporting and chairing conference calls.

40 hours per week, 9 hours a day on a rotational shift between 7 am–7 pm, including an hour unpaid break, Monday‑Friday.

proAV designs, integrates and supports blended technology solutions with AV, UC and beyond. We deliver end‑to‑end services and 24/7/365 support to enhance global collaboration. Trusted by clients in more than 80 countries, proAV manages, monitors, and protects global clients’ critical AV systems 24/7/365.

proAV is an equal‑opportunity employer committed to an inclusive culture. We do not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. Employment decisions are based on qualifications and experience. We offer professional development, family‑friendly policies, and encourage all to apply.

• Seniority level:
  Mid‑Senior level
• Employment type:
  
  Full‑time
• Job function:
  Customer Service