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Service Desk Agent job in Derby

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Job Ref:  204636147
Employer:  cv-library.co.uk
Job Type:  Contract
Country:  United Kingdom
County/State:  Derbyshire
City:  Derby
Post Code:  DE1
Salary:  £7 - £50/hour
10/10/2016 08:53
My Client, based is Derby has an opportunity for an enthusiastic individual to join their Service Desk Team.


To deliver quality customer service to their customers and field engineers. The Team is dynamic and efficient; offering a wealth of experience in their customers' expectations in their service requirements. Training is a continuous process, not only new business or equipment is covered but also refresher training is carried out to ensure consistency in quality is always offered. Their conscientious workforce force take pride in there service offering, thus allowing added value to their customer service and consistent over-delivery on their contractual SLA requirements.


To log all Service Calls accurately

To ensure all information gathered is correct and accurate.

To provide all Customer's with updates and information on Service Calls as and when required.

To provide Customer reports on a Daily, Weekly, Monthly basis including any ad-hoc reports as required by any area of the Business.

To ensure that Excellent Customer Service is demonstrated at all times, verbally and in writing.

Ensure that all communication from Customers is added to the call, and all Escalations are highlighted to the relevant Manager.

Assist the Planning team in allocating calls and required equipment to the Engineer's in an order best suiting the SLA and customer requirements.

To ensure calls are attended and completed within the Service level Agreement by our European Partners.

Liaise with customer support, Account Managers, Service Delivery Managers to ensure that customer satisfaction is at the highest level possible.

Education and Experience

Educated to GCSE Level.

A clear understanding of service levels agreements.

Customer service experience in a contact centre environment.

Key Skills and Attributes

Excellent communication skills both written and verbal.

An interactive and team driven approach.

Be able to work with minimum supervision using own initiative.

Excellent geographical NA organised with a logical approach.

Enthusiasm and positive commitment in their approach to work

People skills with the ability to be tactful in difficult situations.

Preferred experience of the Retail Industry and an understanding / experience of a Customer Service Environment.

Good IT literacy and Microsoft product set skills predominantly Navision (desirable), MS Excel and MS Word.

Good time management.

Ability to multi task.

Key Requirements

Flexibility to work 37.5hours per week (including weekends) on a shift basis between the hours of 7am - 8pm.

Due to the high volumes of applications we are currently receiving, unfortunately we are only able to contact candidates who are successful in progressing to the next stage. If you have not been contacted within 7 days of your application, then please presume that you have not been successful on this occasion
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