Part Time Helpdesk - Call Logger

Undisclosed Company
Bracknell, Berkshire
£8000 per annum + Benefits
11 Jan 2017
25 Jan 2017
Job Type
Manpower are currently recruiting for a Part Time Customer Service Agent to join their Client - an on-site delivery specialist for multi-vendor products and services. Part Time Hours: M-F 09:00 - 12:00

The successful applicant will act as a single point of contact, for raising incidents and for providing updates. To monitor incidents during their life-cycle through Incident Management endeavouring user's service is resolved as quickly as possible, this includes ensuring SLA agreements are maintained or escalated if in jeopardy and to provide dedicated Incident Management for multiple bespoke service offerings

Responsibilities will include:

Dealing with incoming phone calls and making outgoing phone calls
Ensure all cases are logged with correct service entitlements and other critical details
Proactive management of all break fix fault cases including correctly routing mobile cases throughout the Solution Centre and effective dispatching of cases to fixed site engineers
Proactive management of problematic cases and management of low level escalations
Ensure successful escalation to Management and provide support to the team in the Manager Review and Escalation process
Excellent Knowledge of Microsoft Office (Word, Excel, Outlook, & Internet Explorer)
Communicate professionally with Customers and Engineers
Communicate professionally with internal departments and external suppliers
Provide guidance, support and in-depth training for team members
Maintain excellent rapport with colleagues, engineers and Service Delivery Managers
Solve logistical problems
Provide team statistics & reports
Review and analyse reports received from the client providing feedback to individuals or manager when required
Ensure quality control within the team including collating and reviewing quality checks
Review the Balance Scorecard to check KPI's are being met
Represent the Solution Centre at non customer-facing meetings, Communications Forum, engineer meetings, SDM meetings and conference calls

Interested? Think you can do it? Please apply for this role with a CV which will highlight your transferable skills and experience.