Customer Service Agent - FT

Undisclosed Company
Berkshire, Bracknell
£16000 per annum + Benefits
17 Oct 2016
31 Oct 2016
Job Type
Manpower are currently recruiting for a Customer Service Agent to join their Client - an on-site delivery specialist for multi-vendor products and services. The successful candidate will be required to work closely with the Helpdesk team covering Mon-Fri 08:00 - 18:00 (37.5 hrs PW)

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

Key Activities 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
If problem established and unable to resolve ensure successful escalation to Senior Agent or Management following the Manager Review and Escalation process
Use Microsoft Office (Word, Excel, Outlook & Internet Explorer)
Use the SharePoint knowledgebase for case handling information and to resolve queries
Communicate professionally with internal departments and external suppliers
Maintain rapport with colleagues, engineers and Service Delivery Managers
Provide statistics and manage reports

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

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