Job Description As a Service Desk Executive, your role will involve taking full ownership for customer queries, seeking out viable options for improvement of service and establishing suitable resolution for both the customer and the business. Location: Nelson Salary: Up to £26,500 Working Hours: Monday to Friday 8:30/9:00 – 17:00/17:30 (37.5 hours) 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 Key Responsibilities: Customer Support: • 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.