Job Title: Helpdesk Operator
Where: Mitie | 1st Floor, Unit 9 Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY, UK
Hours: Monday to Friday 9am - 5pm, 40 hours per week
Salary: £12.60 p/h
Job objectives and responsibilities
-Build and maintain effective professional customer relationships and communications
-Answering all incoming calls with a professional manner
-Help manage customer service delivery and communications as part of the service department
-Communication and liaison with the service team, engineering team, projects team, subcontractors and equipment suppliers
-Updating relevant customer records on system database
-All admin duties completed within timely manner
Main duties
-Handling customer enquiries and all communications
-Answering all incoming calls with a professional manner
-Updating all customers with professional email etiquette
-Processing and maintaining customer records
-Prioritising with good attention to detail all call outs received regarding SLA's
-Uploading updates on web portals or via email - mainly job numbers via email or Maximo or any other portal
-Liaising with the client with any issues and problems to come to a solution
-Ensure that all procedures in place and adhered to
-develop service teams objectives
-Excellent attention to detail
-Ensure any complaints received are dealt with in a professional manner and all actions taken are reported to the relevant Manager
-Carry out any other duties as requested by Management
Person Specification
-Excellent customer relationship skills with professional telephone manner
-Team player who is capable of working autonomously in supporting service team and customer queries
-Advanced communication and organisational abilities
-Familiar with Microsoft applications, preferably advanced
-Commercially astute, used to a contract operating environment with SLA's and KPI's
-Enthusiasm in a growing and customer focused environment
Essential
A minimum of one year's customer service experience in a customer-facing role.
Applicants must have a 5-year checkable history.
You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.
Please note: We do not accept applications from anyone who has been unsuccessful at interview for the same grade role in the past 6 months.
We will consider flexible working requests from day one of employment.