Service Desk Executive - Gateshead, United Kingdom - Daisy Communications

Daisy Communications

Verified Company

Gateshead, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Company Description
Join the UK's leading independent provider of voice, connectivity, mobile, phone systems and cloud services to keep Britain working.

We are constantly growing our teams, product offerings and customer base by working closely with all of the major networks and suppliers as well as through acquisition - so there's always an exciting new opportunity to support UK businesses on the horizon.

Job Description Salary:
Up to £23,000 DOE**
Location: Prudhoe Office

Working Hours:
Monday to Friday 08:30/9:00 - 17:00/17:30

Key Responsibilities:

Customer Relationship Management:
Build and maintain good working relationships with internal and external customers.
Establish rapport with customers and provide accurate and timely information to instil confidence in our service delivery.
Increase customer loyalty and reduce churn by collaborating with other departments to meet customer needs effectively.
Communication Skills:
Demonstrate strong communication skills, both verbal and written, with an emphasis on clarity, accuracy, and spelling.
Present and discuss account information in a clear and precise manner to meet customer expectations.
Handle customer escalations, manage objections, and take ownership to ensure full resolution of issues.
Service Termination Management:
Take ownership of customer termination cases that come in via the service desk and prioritise workload accordingly.
Identify services to be ceased and obtain customer approval.
Utilise task management tools to ensure we meet demand for service termination dates.
Liaise with suppliers to initiate and monitor service cessation, logging all steps within the ongoing case for best practice.
End date services on the billing platform once requested services/products are ceased.
Task Prioritisation:
Work from allocations sent out daily to prioritize workload effectively.
Adhering to company quality assurance framework in line with our termination processes.
Conduct outbound calls to customers to confirm service cessation and end dates.
To deliver against the key business objectives, business service level agreements and individual key performance indicators.

Qualifications Key Requirements**:

Exceptional Customer Service Skills.
Demonstrate an ability to work within a fastpaced environment showing dedication and ownership.
Proven experience in customer service or service desk environment.
Demonstrate an ability to understand, analyse and interpret data.
Take ownership of issues and follow through to a satisfactory conclusion.
Able to build and maintain good working relationships with internal and external customers.
Ability to work well as an individual and as part of a team.
Competent with all Microsoft packages.
Possess excellent, assertive and controlled telephone manner.
Strong communication skills with the ability to communicate clearly and concisely.
Confidence in handling customer escalations and objections.
Ability to prioritise workload and meet deadlines.
Excellent organizational skills and attention to detail.

Additional Information What are the benefits of working at Daisy?**Our ethos is simple: the more you put in the more you get out.

We have been awarded a 2 Star accreditation by the Sunday Times Best Companies and voted as the UK's no.1 Telecoms company in 2023.
Here are some of the benefits that we offer