Call Centre Agent Hybrid - Dartford, United Kingdom - PE Global

PE Global

Verified Company

Dartford, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

PE Global is currently recruiting for a Customer Services Representative for a leading multi-national retail technology device client based in Dartford.
This role will support the resolution of hardware break/fix (and associated) services issues for nominated customer/s in 'real time'. This will include proactively monitoring call stacks to ensure achievement of contracted service levels, taking remedial actionwhere calls may go 'out of contract' without further attention, updating call history on the call management system, proactively updating clients of potential issues, handling progress chasing calls from the customer, etc

Role:

To support the delivery of all contracted services to ensure high levels of performance in 'real time' (including delivery from subcontractors and inhouse delivery teams)
To proactively notify nominated customer/s of potential issues that will impact on service performance and regularly update these clients on call status
To act as first line of escalation for service delivery performance issues and ensure suitable remedial action is taken to resolve issues
To provide detailed updates to the call management system on progress, to log new calls (as required), to ensure any changes are recorded, etc
To respond promptly to all customer line telephone calls
To assist with the resolution of any customer/s specific service delivery issues, through route cause analysis of service failures and participating in the design and implementation of specific 'get well' plans
To understand the setup of all new IT services for nominated customer/s, including service transition, thirdparty engagement, etc and the likely impact to BAU performance and early achievement of contracted service levels
To assist with the production of accurate and timely MI to demonstrate delivery performance to nominated customer/s and to ensure effective management of performance levels (including subcontractors' performance)
To ensure 'core data' (e.g. site addresses, equipment list, etc) for nominated customer/s is uptodate and correct on the call management system at all times
To complete additional ad hoc project work, as required
To provide cover during periods of work load peak, holidays or unscheduled absences for colleagues
To complete ad hoc duties and tasks allocated through line management chain from time to time

Requirements: