TXM Recruit are working in partnership with an award-winning organisation. They are expanding their team and require 2 Helpdesk Operatives to join the company.
Your duties will consist of assisting with delivery of exceptional customer service, interpret and manage work orders through the platform within the agreed SLA’s and KPI’s. Your role will be to provide administrative support as required also be a point of contact for service requests via email and telephone.
Role Requirements
A point of contact for incoming telephone calls and services requests received by telephone and email.
Dispatching jobs to engineer’s PDA or raising purchase order to subcontractor
Attention to Detail imperative.
Strong communication skills both verbal and written and the ability to liaise effectively within and outside the organisation
Monitor shared inbox to ensure we are meeting contract expectations in dispatching jobs efficiently
Interpret and log requests, inputting details into an in-house system
Sort and dispatch calls to relevant provider based on each party’s contract deliverables.
Raise Purchase Requisitions/Orders when required
Prioritise urgent jobs and dispatch to relevant provider/Third party or Sub-Contractor to address urgent demand
Escalate any complaints as required and support continuous improvement activity to reduce levels of customer complaints.
Provide Reporting of job status to the client and senior management...