Customer Service Executive

Swift Touch Resourcing
London (Greater)
21 Mar 2019
31 Mar 2019
Contract Type
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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