Service Desk Advisor
Join our client as a Service Desk Advisor at our customer service centre in Lutterworth, and you'll be the person that gets our customers the help they need, right when they need it the most.
About the Role
As a Service Desk Advisor you'll speak with customers answering their questions, solving their problems, and enhancing the customer experience of Supply Chain
You'll use our internal systems to manage and process Orders… Simplicity and clarity are everything, no matter if you're speaking to someone over the phone, or contacting them over email or online.
To ensure that agreed Customer Service targets are achieved for customer contact measures/dashboard.
To operate any systems implemented.
To Process orders on Premium; standard and to meet target deadlines.
To follow processes to carry out the role.
To respond to customer calls and emails within standard target lead times.
To perform other duties within their grade and competency base, as directed.
To escalate when appropriate to complex case team or team leader
We're looking for someone that can build a rapport and communicate with a wide range of different people. Whether you've got previous experience in a contact centre or have honed your skills elsewhere, you'll be an empathetic listener who can resolve customer queries quickly and efficiently, both over the phone and in writing.
Resilience is really important in this role. You might need to solve a query that involves checking multiple systems; you might speak to customers that are upset, frustrated or angry; and you might need to liaise with a couple of people at the same time, whilst making sure the customer is informed at every stage. It takes a lot of patience and really good communication skills to make sure every customer understands what's happening and how their issue is going to be resolved.
Shift times may vary, but are generally 8AM to 4PM, and 9AM to 5PM, Mon-Fri
Shift patterns may be subject to change as per team requirements
Interested in joining our client as a Customer Service Advisor? Apply here today