Customer Service Executive

Recruiter
Swift Touch Resourcing
Location
London (Greater)
Posted
21 Mar 2019
Closes
31 Mar 2019
Contract Type
Permanent
Hours
Full Time
Our client is one of the largest independent IT service & support companies in the UK.

Providing Services:

Hardware support
Consultancy & design
24/7/365 Service desk
Flexible support packages
IT infrastructure
Mass deployment
Hardware & software supply
Cloud, ISP & managed desktop
Managed Print Services
Asset management,
IT disposal

Key Tasks – Generic throughout Operations

* Maintain existing management tool framework ensuring 100% availability of tools for use by technical services

* Staying abreast of changing technologies and best of breed solutions that improve CCE monitoring and reporting capabilities, making sure that this is cascaded through the team

* Conduct quarterly team, vendor roadmap and planning sessions (where appropriate)

* Provide or contribute to In-house training on current technologies on an ad-hoc basis

* Produce or contribute to regular Executive Summary reports for CCE Leadership on key Services (dependent on role and experience)

* Help maintain an accurate task list of customer services requirements and where appropriate manage priorities.

* Regular audit of platform documentation to ensure information is current and accurate

Key Responsibilities

* Answering CCE Customer Helpdesk telephone lines quickly and professionally

* Logging all calls accurately onto the in-house platform

* 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

* Understanding and adhering to Customers contracted SLA's and KPI's that are set for the Customer Service desk

* Ensuring CSD and all relevant call queues are dealt will by close of every day

* Ensuring all calls are progressed through from initial logging, to closure

* Preparing and sending Quotations to clients for parts and labour

* Call monitoring with escalations where necessary

* Daily Toner Alerts - To be printed and logged each morning

* Daily Reports (Handover and HotSpot) to be raised as the end of each day

Customer Service Skills

Patience – The ability to remain calm and extract information while under pressure

Attentiveness - The ability to really listen to customers is so crucial for providing great service

* Product knowledge – Knowledge of CCE products and charging mechanisms

* Positive language – Simply turning a negative into a positive

* Acting skills – Necessary to maintain the status quo irrespective of customer

* Time management

* Ability to read customers – Look, listen and understand

* Calming presence – The ability to remain cool with your customers

* Willingness to learn – Seek to improve core skills

Personal attributes

• Thorough, demonstrates attention to detail
• Able to work on own initiative with minimum supervision
• Organized and able to identify and prioritize work
• Supportive and reliable team member
• Passionate about providing an enterprise class service
• Able to provide and demonstrate creative and innovative solutions

Key competencies

* Aptitude for providing exceptional customer service even when the environment becomes fast-paced or intense

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