Customer Service Representative

Customer Service Representative

Peterlee or Newcastle - remote working, with very occasional visits to the office

Start date: ASAP

3 months - temp to perm conversion

Will need to undergo a BPSS Clearance

£11.00 -£12.00PH Inside IR35

Monday - Friday shift pattern:

7:00am - 3:30pm

9:30 - 6:00pm

Job Description

• Answer contacts promptly and professionally
• Log/Validate all contacts on the provided case/call logging system.
• Resolve customer queries using the relevant tools and systems
• Manage end to end all contacts logged, providing regular updates to customers on ticket status.
• Invoke Escalation Procedures within defined time frames
• Work to achieve individual and team goals
• To comply/complete desk specific or ad-hoc request/tasks/training.
• Ensure Quality standards are adhered to in regard to both Cases & Calls.
• Continuous documentation validation.
• Protect confidential and sensitive information and materials.
• Observe strict compliance to licensing, copyright and trademark legislation.
• Accomplish other training as required.
• Pro-actively seek support from escalation team via appropriate methods as required.
• Escalate tickets to other resolution team for validation and further escalation.
• Monitor ticket queues and handle tickets appropriately
• Provide support to multiple desks and accounts if required under CSI (Cross Skilling Initiative).
• Follow processes and procedures outlined in training.
• Other requests & duties may be assigned as required.
• All employees must make the utmost effort to follow all procedures and processes as outlined during training.
• Proactively contribute to the achievement of service desk SLA's.

Technical Requirements:

• Technical skill with Windows OS Platforms.
• Microsoft Office Suite, including Outlook.
• Knowledge of printer hardware
• Knowledge of Local Area Networking
• Internet
• Knowledge of other operating systems, including iOS, iPAD, iPhone and MAC OSX would be an advantage.