Service and Support Desk Administrator - Swansea, United Kingdom - Arvato Ltd

Arvato Ltd
Arvato Ltd
Verified Company
Swansea, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description
About us

We are a trusted partner to both the private and public sectors, with expertise in delivering award-winning customer services, business process outsourcing (BPO) and public sector and citizen services.


With more than 50 years of experience, we design and deliver innovative, individual solutions for some of the world's most respected consumer brands and UK public sector organizations, through long-term partnerships.

We are driven by technology, differentiated by experience, and powered by people. We are an equal opportunities employer, embracing diversity in the workplace.

The Role


Purpose:


Based in arvato's Shared Service Centre as part of the Customer Contact and Support Services team we'll keep you busy, with a demanding and fulfilling role.

If you like helping people and are driven by quality customer service, this could be for you.

Whilst you will need a degree of initiative, there are questions to ask and information screens to navigate, so you'll be the type of person who works well in a structured environment and as part of a team.

A full training programme will equip you with the skills to deal effectively with all enquiries.


As the Service and Support Desk (part of the Customer Contact and Support Services function) is open from 8.00am to 6.00pm - Monday to Friday, you'll be expected to participate in a rota to provide this level of cover.


Working as part of the Service and Support Desk team, you'll be answering telephone enquiries and accessing our computer records for information, so you'll need to be comfortable with PCs, keyboards, wearing a telephone headset, and happy to be on the telephone for the majority of the day.


You should also display an aptitude for following processes and procedures whilst having a flexible approach and willingness to expand your skills and knowledge.

This is very specific work calling for friendly, helpful individuals, with the initiative and ability to remain positive and calm, even at the busiest times


You'll be required to:

  • Handle, or where appropriate, refer customer queries and problems using the appropriate call handling processes
  • Maintain up to date call and problem records in the appropriate service management/call handling system
  • Conduct problem resolution and root cause analysis for first level calls
  • Conduct problem resolution and root cause analysis for first level calls
  • Pass complex problems on to the appropriate support area
  • Communicate problem status or resolution to the customer as required.

Continuous Improvement

  • You'll be expected to contribute to an environment which strives for continuous improvement by suggesting constructive ideas in processes and procedures that will deliver further efficiencies and service enhancement.
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Collaborative Teamwork:


  • You'll be expected to:
  • Provide support to your Customer Contact and Support Services Team Leader
  • Participate in a team based culture which identifies, communicates and addresses customers' needs and contributes to cross team activities.
  • Contribute to the team and operational environment by supporting its vision and values.
Co-operate with other team members to ensure sufficient cover on the Service Desk at all times.

Skills & Experience Required


Essential:


  • Understanding of the requirements of working in a customer support environment.
  • Understanding of the aims and objectives of our business and the functionality that it delivers our clients

Desirable

  • Knowledge of SAP and Agresso ABW systems
Diversity & Inclusion Statement
**It's our differences that make our organisation stronger, and we work to ensure that all our colleagues' voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.
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