Description
Service Request Administrator - Kegworth, Derbyshire - Contract
This is an exciting opportunity for a service Request Administrator( Receptionist) to join a Finance company based in Derbyshire on a contract basis.
The service request administrator will be responsible for the following:
- Ensure all requests for Service requests are processed correctly, and ensure the systems process is managed effectively by all involved.
- Promote and follow all escalation routes
- Assist customers with Service requests issues and resolutions
- Provide excellent customer care skills whilst communicating via phone, email and multimedia channels
- Ensure customers are aware of the progress of their request
- Support the objectives of all service request functions through multi skilled development
Responsibilities:
- Ensure all Service requests are raised within the agreed SLE and in accordance with Standard Operating Procedures and relevant Policies.
- Ensure that liaison with third party suppliers and teams enable an excellent service delivery.
- Ensure that the customer receives a satisfactory level of service with each request or concern, highlighting any issues/escalations to the team seniors
- Provide customer support and issue resolution via email, phone or iChat
- Track and maintain constant communication with the customer from the beginning to the end of their requisition, issue or concern
- Act as a role model by adhering to the Workplace Service Centre Office Standards at all times
- Achieve all personal objective targets including: IAHT for calls and iChat; Productivity; Cisco code usage; and Customer Satisfaction Rating
- Assist with and lead projects as required
- Remain consistent with the quality strategy for service excellence
- Work collaboratively through supporting all Workplace Service Centre and Service
- Request functions where required, including
- Procurement and Request Management queries by telephone or iChat
- Supporting Service Desk with Password Calls
- Complete all learning, training and development as required
- Support technology initiatives to improve teamwork and staff satisfaction, helping to create a working environment that supports high performance
Skills and abilities required for the role
- Customer Service experience is preferable
- Experience in an office based/administration environment is preferable
- Minimum of C grade GCSE English and Math
- Excellent level of verbal and written communication skills
- Full knowledge of MS Office including Outlook is essential
For more information please call me directly or apply online