Overview
Join to apply for the Service Desk Executive role at Daisy Group.
Job details
Location: Nelson or Prudhoe
Salary: Up to £24,800 DOE
Working hours: Monday to Friday 8:30/9:00 – 17:00/17:30 (37.5 hours)
Responsibilities
* Provide exceptional customer support via phone, email, and other communication channels.
* Address customer inquiries, troubleshoot technical issues, and provide timely resolutions.
* Ensure customer satisfaction by understanding and meeting their needs effectively.
Incident Management
* Manage incident tickets and prioritise them based on severity and impact.
* Work with technical teams to resolve customer-reported issues within agreed SLAs.
* Communicate updates to customers regarding the status of their reported incidents.
Service Termination and Modifications
* Process service terminations, upgrades, downgrades, and other modifications as requested by customers.
* Obtain necessary approvals and ensure accurate documentation of service changes.
* Coordinate with internal departments and external vendors to implement service modifications smoothly.
Billing and Account Management
* Review and resolve billing discrepancies, account inquiries, and contract-related issues.
* Ensure accurate billing and invoicing for customers and address any billing queries promptly.
* Maintain customer account information and update records as needed.
Customer Escalations
* Handle customer escalations with professionalism and empathy.
* Investigate escalated issues thoroughly, identify root causes, and provide appropriate solutions.
* Communicate resolutions to customers in a timely manner, ensuring their concerns are addressed satisfactorily.
Technical Assistance and Troubleshooting
* Provide technical assistance to customers on telecom products, services, and equipment.
* Troubleshoot network connectivity issues, device configurations, and other technical challenges.
* Escalate complex technical issues to specialised support teams for further investigation and resolution.
Qualifications
* Exceptional Customer Service Skills
* Demonstrate an ability to work within a fast-paced environment showing dedication and ownership.
* Previous experience within a telecommunications-based company or role is desirable
* Demonstrate an ability to understand, analyse and interpret data.
* Take ownership of issues and follow through to a satisfactory conclusion.
* A ‘can do’ attitude with a flexible approach to work.
* Able to build and maintain good working relationships with internal and external customers.
* Ability to work well as an individual and as part of a team.
* Competent with all Microsoft packages
* Possess excellent, assertive, and controlled telephone manner.
* A high level of professionalism
* Excellent problem analysis/solving skills.
* Attention to detail in all aspects of working.
* Effective communication skills, being able to pinpoint the exact issue in order to get a resolution.
* Demonstrate a logical thought process, meeting customer demands and expectations.
Benefits
* 25 days holidays, plus bank holidays, and an additional day for each year of service up to 30 days!
* Holiday purchase scheme
* £500 referral scheme bonus
* Professional development to help you achieve your personal goals
* Eye care vouchers available and discounted Medicash membership
* Sim deals for you and your family/friends
* Access to discounts and savings at more than 1,200 retailers
* An additional day off on your birthday or if you're getting married
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