Job Title: Service Desk Executive
Location: Yiewsley
Salary: Competitive
Job Type: Full-time (37.5 hours per week, Mon-Fri)
Shifts: 08.30-17.00/09.00-17.30/09.30-18.00
Key Duties:
- Proactively monitor service calls and queues
- Play an active role in answering telephone calls promptly and professionally.
- Logging all new incoming calls onto our in-house system.
- Ensuring that the fault details are clearly and correctly defined on each call.
- Liaising with Technicians, Purchasing, Account Managers, Schedulers and Directors to ensure calls are actioned as required and Customers are updated accordingly.
- Monitoring and policing customer contracted SLA’s and KPI’s, reporting to management proactively when necessary
- Progressing calls through from initial logging to call clearance.
- Preparing and sending Quotations to clients for parts and labour.
- Provide daily Reports for selected clients with updates of each of their open calls.
- Call monitoring with escalations where necessary.
- Customer collections to be arranged following the required procedure.
About you:
- Previous telephone-based Customer Service experience essential
- Thorough, demonstrates attention to detail
- Proven ability to work well under pressure
- Emphasis on being customer focused and what that means in terms of expectation
- Organised and able to identify and prioritise work when necessary
- Be able to communicate well at all levels
- Have a good, clear telephone manner
- Must be a team player but be able to work off own initiative
- Multi-tasking capabilities essential
- Supportive and approachable to team members always
Personal Attributes:
- Must appreciate importance of standards and service
- Capacity to think outside of the box
- Have that ‘can do’ attitude
- Methodical and flexible work ethic
- Logical thinker
- Excellent timekeeper
- Excellent communicator
- Prepared to be hands on at all times
- Patience and compassion
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the relevant experience or job titles of; Support Service Desk Team Leader, Service Desk Consultant, Support Consultant, Customer Support, Customer Service Advisor, Client Services, Desk Support, Customer Service Executive, Helpdesk Analyst, Helpdesk Support, Client Services Support may also be considered for this role.
