PE Global is currently recruiting for a Customer Services Representative for a leading multi-national retail technology device client based in Dartford.
This is an initial 6 month contract with possibility of extension for the right candidate. This is a hybrid role where the candidate will need to attend the office 2 or 3 days per week and work from home for the remainder of the week.
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 action where 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 sub-contractors and in-house 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 set-up of all new IT services for nominated customer/s, including service transition, third-party 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 sub-contractors’ performance)
- To ensure ‘core data’ (e.g. site addresses, equipment list, etc) for nominated customer/s is up-to-date 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:
- Previous experience in a similar role would be an advantage
- Strong IT skills
- Strong interpersonal and communication skills
- Problem solving skills
Interested candidates should submit an updated CV.
Please click the link below to apply or alternatively send an up to date CV to Jennifer.horgan@peglobal.net
***Please note our client cannot assist with any visa sponsorship and candidates must have the correct visa to live and work in UK***
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