Job Ref: 215791202

Date: 2022-02-11 09:31:35

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Concept Resourcing are currently looking to recruit an Experienced Customer Services Officer/ Helpdesk Administrator commutable to Milton Keynes to join a leading IT services organisation
The role is to provide a full customer support function and be the first point of contact for incoming queries.

Package information:

8:00am – 16:00pm & 9:00am – 17:00pm (alternate weeks)
£21,000 per annum
Hybrid working
Permanent opportunity
The Role:

Provide initial telephone contact for all customer enquiries.
Log incoming customer calls on the system in accordance with company guidelines
Route calls and allocate to Field Service Engineers to provide optimum territory coverage within Service Level Agreements (SLA)
Ensure scheduled service visits are completed within their specified time frame and keep a record of same
Provide customers with Estimated Time of Arrival (ETA) and/or Job Reference
Numbers where requested and ensure such ETAs and/or completion dates/times are met
Use Outstanding Call Reports and all other necessary means to ensure Response Times to calls are kept to a minimum.
Manage the Service Engineers' Diary accurately, keeping it fully up to date with all call details, Preventative Maintenance visits, Engineer availability etc.
Close calls in a timely manner and in accordance with customer requirements and/or company guidelines.
Process Engineers dockets to conclusion, i.e. further stock requirements, BER (Beyond Economical Repair) letters, sales leads.
Liaise with Operations Director and Stock Controller on stock requirements to ensure that Engineers attend calls with all the necessary equipment and spares within required timeframes, and to help ensure that stock is at an optimum point without costly excess and that call responses are not affected by lack of stock .
Liaise effectively with customers in connection with order and despatch enquiries.
Filing of all paperwork within Call Logging area.
Provide reports as requested by your Manager/ Key Contact.
Maintain a good working knowledge of all products' features and benefits.

The Candidate:
MUST have a minimum of 2 years' employment experience within customer service or helpdesk role and be able to demonstrate the following skills:

Have excellent communication skills
Worked in a previous customer service/ helpdesk/ administration background
Excellent written and oral skills
Organsiation skills
Ability to work on own initiative
Ability to identify and solve problems
Multi-task and work under pressure
Being proactive
If you are interested in this vacancy please click apply

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