Coventry, Warwickshire JobG8
The Service Desk Advisor is the point of contact for all company Support Service customers reporting system related faults and to adopt the ethos of the highest quality customer service in resolution of these faults. RESPONSIBILITIES • Handle incoming telephone calls; answering with standard greeting.• Log all fault information from the customer onto the incident management system. To question and diagnose each incident ensuring all details are accurate and meaningful with the correct level of information recorded.• Log emails from customers as above.• Pass incidents to the correct resolving group.• Monitor all incidents and follow up with resolving groups ensuring SLA's are adhered to.• Update customers on the status of their incident.• Resolve and close cases ensuring ownership through to a satisfactory conclusion.• Perform callbacks to customers to confirm call closure.• Ensure agreed escalation procedures are adhered to and appropriate personnel are informed of high priority or potentially high-risk customer problems.• Log calls with 3rd parties and liaise with them to ensure resolution. This is not an exhaustive list of duties and the post holder may be requested to undertake additional duties as required. PRE-REQUISITES • Excellent oral and written communication skills with the ability to communicate effectively at all levels.• Fluency in either French and/or Spanish as well as English• Rapid and accurate data entry skills.• Excellent social skills with the ability to establish and maintain good/productive relationships with colleagues and customers.• Ability to display a logical and methodical approach to problem solving• A desire to provide exceptional customer service. The individual should maintain a consistent emphasis on delivering customer service even during periods of stress and pressure.• Initiative and the ability to bring forward ideas.• Takes pride in a job well done.• A good level of general education. Location - Coventry, England, United Kingdom Candidate must be authorised to work in this country for any employer
This position, Service Desk Operator based in Coventry - French/Spanish Speaker, was posted on April 22, 2011. Since this job has been published, it has been viewed 102 times.
This job was posted 30+ days ago, and has expired.