Customer Service Agent

Placed: 28/11/17
Region: Hampshire
Location: Portsmouth
Category: Jobs


Content of the advertisement:

Customer Service Representative.

Scope:

Contract Options are currently looking for a Customer Service Representative for a position based in Portsmouth. The Global service centre where you will be based is required to provide various Helpdesk solutions to multiple clients. This includes reactive maintenance, facilities management, room bookings and switchboard services.

Purpose:

To carry out and complete tasks ensuring the operation of the 24x7x365 service centre effectively and efficiently deliver helpdesk services, ensuring high levels of customer satisfaction are achieved.

Key Responsibilities:

Action all Helpdesk requests, via telephone, email request or online request.
Ensure all jobs are processed in line with the agreed SLAs and priority response times.
Administer the MyMCS system, ensuring information is correct and kept up to date.
Liaise with site-based contacts to ensure jobs are closed off in a timely manner.
Ensure the customer is kept aware of the progress of a job and any reasons for delay.
Encourage customer feedback and promote a feeling of involvement by maintaining contact with the customer and carrying out customer service feedback questionnaires.
Feedback information or any issues that may affect the contract performance or cause client dissatisfaction.
Demonstrate extensive knowledge, understanding and awareness of facilities management issues effectively interpreting the described situations to enable a satisfactory resolution to customer requests.
Respond in a professional and courteous manner to every customer, recording all requests for service to accurately reflect correct priority for work based on health, safety, business criticality and customer expectation.
Maintain awareness and contribute to the achievement of KPI and quality standards.
Achieve no lower than 95% of the maximum quality score based on calls marked on a weekly basis.
Ensure timely management of complaints maintaining efficient and professional communications with all parties.
Maintain and keep up to date with information, processes and procedures supporting continuous improvement and innovation to service delivery.
Provide statistical analysis of information for client reports and project work by use of customised reporting from a variety of different databases.
Provide clerical and administrative support including email boxes, customer satisfaction surveys, meeting room booking reports, courier requests and any ad-hoc requests as required.
Comply with all company policies & procedures and maintain company standards.
Any other ad hoc duties which may be requested by management.

Skills, Experience and Attributes:

Outstanding active listening skills.
Ability to effectively communicate at all levels both verbally and in writing.
Data input accuracy and speed.
Excellent customer service orientation with a good understanding of customer complaint handling.
Confident and assertive telephone manner.
Enthusiastic and effective team player.
Flexibility to adjust working patterns according to business needs.
Accurate administration skills.
Receptive to change.
Ability to learn quickly.
Ability to work with a number of different systems consecutively.
Working knowledge of Microsoft Excel and Word.
Ability to organise workload and multi-task where necessary.
Self-motivated.
Familiarisation of problem-solving techniques.

Price / Salary: £18500 - £19000/annum