Overview
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
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
* Handling customer enquiries and all communications
* 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 & Essential
* 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
* 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
Notes
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.
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