Job Description
As a Service Desk Executive, you play a pivotal role in delivering exceptional service to Daisy’s high-profile, mid-market customer base. Taking full ownership of customer queries, you proactively manage service delivery and seek out opportunities for improvement. You serve as the first point of contact for various service queries, including account enquiries, billing, provisioning, technical issues, and more. Additionally, you build and maintain strong relationships with internal and external stakeholders, collaborating across departments to ensure accurate and timely resolution of service requests, thereby reinforcing our commitment to excellence in service delivery
Location: Nelson or Prudhoe
Salary: Up to £23,000 DOE
Working Hours: Monday to Friday 8:30/9:00 – 17:00/17:30 (37.5 hours)
Key Responsibilities:
Customer Support:
1. Provide exceptional customer support via phone, email, and other communication channels.
2. Address customer inquiries, troubleshoot technical issues, and provide timely resolutions.
3. Ensure customer satisfaction by understanding and meeting their needs effectively
Incident Management:
4. Manage incident tickets and prioritise them based on severity and impact.
5. Work with technical teams to resolve customer-reported issues within agreed SLAs.
6. Communicate updates to customers regarding the status of their reported incidents.
Service Termination and Modifications:
7. Process service terminations, upgrades, downgrades, and other modifications as requested by customers.
8. Obtain necessary approvals and ensure accurate documentation of service changes.
9. Coordinate with internal departments and external vendors to implement service modifications smoothly.
Billing and Account Management:
10. Review and resolve billing discrepancies, account inquiries, and contract-related issues.
11. Ensure accurate billing and invoicing for customers and address any billing queries promptly.
12. Maintain customer account information and update records as needed.
Customer Escalations:
13. Handle customer escalations with professionalism and empathy.
14. Investigate escalated issues thoroughly, identify root causes, and provide appropriate solutions.
15. Communicate resolutions to customers in a timely manner, ensuring their concerns are addressed satisfactorily
Technical Assistance and Troubleshooting:
16. Provide technical assistance to customers on telecom products, services, and equipment.
17. Troubleshoot network connectivity issues, device configurations, and other technical challenges.
18. Escalate complex technical issues to specialised support teams for further investigation and resolution.
Qualifications
19. Exceptional Customer Service Skills
20. Demonstrate an ability to work within a fast-paced environment showing dedication and ownership.
21. Previous experience within a telecommunications-based company or role is desirable
22. Demonstrate an ability to understand, analyse and interpret data.
23. Take ownership of issues and follow through to a satisfactory conclusion.
24. A ‘can do’ attitude with a flexible approach to work.
25. Able to build and maintain good working relationships with internal and external customers.
26. Ability to work well as an individual and as part of a team.
27. Competent with all Microsoft packages
28. Possess excellent, assertive, and controlled telephone manner.
29. A high level of professionalism
30. Excellent problem analysis/solving skills.
31. Attention to detail in all aspects of working.
32. Effective communication skills, being able to pinpoint the exact issue in order to get a resolution.
33. Demonstrate a logical thought process, meeting customer demands and expectations.
Additional Information
What are the benefits of working at Daisy?
Our ethos is simple: the more you put in the more you get out.
We have been awarded a 2 Star accreditation by the Sunday Times Best Companies and voted as the UK's no.1 Telecoms company in 2023.
Here are some of the benefits that we offer…
34. 25 days holidays, plus bank holidays, and an additional day for each year of service up to 30 days!
35. Holiday purchase scheme
36. £500 referral scheme bonus
37. Professional development to help you achieve your personal goals
38. Eye care vouchers available and discounted Medicash membership
39. Sim deals for you and your family/friends
40. Access to discounts and savings at more than 1,200 retailers
41. An additional day off on your birthday or if you're getting married
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