Inbound Calls Operator (IT)

An exciting opportunity has arisen to join a world leading global organisation. Our blue chip IT client is currently seeking a Field Operations Administrator based in Telford. This is a full-time, permanent role, Monday to Friday, 9am - 5.30pm (with some flexibility required to suit business needs), to start ASAP. The role is paying £15,500 per annum, pro rata.

Overview;

To provide a professional and efficient service to various blue chip customers (P&G, Xerox, etc.), contractors and internal staff members in the day-to-day logging, dispatching and updating of fault calls.

Duties;

• To take inbound incident calls from Customer Helpdesks and input onto our in-house system for the delivery to end user accounts.
• To log calls onto the technical couriers system.
• To close incidents on both systems.
• Liaising with Customers, Technical couriers and Helpdesk to assist with any delivery enquires and escalations.
• Updating Excel spread sheets for MI (management information) purposes with all POD details.
• Dealing with queries and escalations related to the Customer contract via phone or email.
• Ensure all calls are processed effectively and efficiently
• Provide a first class customer delivery service
• To ensure H&S procedures are reviewed and followed
• To ensure IS9002 processes are reviewed and followed

Essential Skills/Qualifications;

• Good keyboard skills and telephone techniques.
• Initiative and ability to resolve problems under pressure, whilst remaining calm.
• Strong interpersonal skills and awareness of customer needs.
• Display common sense and flexibility; be able to work unsupervised and as a part of a team.
• Competent in all MS Office - 70% of role is Excel based.