Brief Description
About the Job:
To handle all inbound and outbound customer contact to the Global Service Desk. To log all customer Cases accurately. Proactively monitor, review and manage outstanding Cases to ensure that they are responded to promptly, following defined operating procedures and within agreed contractual service levels, ensuring the customer Is updated throughout the Case lifecycle.
What will you do
- Handle all inbound and outbound customer contact to the Global Service Desk, ensuring the highest level of customer experience is delivered at all times.
- Receive, scope and accurately log, then process each customer Case and, following known and agreed processes, ensure all required Information Is captured to allow the Case to progress to resolution within contractual SLAs
- For each customer Case, identify and apply the correct priority, SLA and category whilst capturing a full detailed description of the issue to ensure efficient progression throughout the Case lifecycle.
- Own Cases and ensure the customer is kept fully updated throughout its lifecycle.
- Liaise with Dispatch Services and technical resolver groups to ensure customer Cases are being progressed and obtain updates as needed to ensure customer expectations are being managed, met and SLAs are achieved.
- Utilise available Knowledge Bases to maximise the speed of resolution and improve customer satisfaction.
- Ensure that all activities, including any chases or follow ups, are added to call management toolsets or, where applicable, the customers databases to enable continuous support from ESP's Global Service Desks.
- Proactively monitor, identify and follow up on any Cases that are in jeopardy of breaching contractual obligations and, where necessary, escalate in line with operating procedures.
- Respond to all customer queries promptly and professionally, providing updates, managing escalations, and managing expectations where appropriate, endeavouring to deliver an excellent customer experience at all times.
- Meet all Global Service Desk quality standards and agreed response times, ensuring all customer contact Is logged and added to the correct customer Case.
- Ensure that all defined contact channel service levels are met.
Requirements
- At least 1 years experience in a customer facing / customer service role, with an IT background for role holder to perform fully and effectively in the job
- Good knowledge of MS Office products.
- Knowledge of call management systems, preferably ServiceNow
- Self-motivated with a willingness to learn and adapt to any new change or situation.
- Proficient in verbal and written English.
- Process driven with the ability to be innovative.
- Excellent inter-personal skills; ability to communicate with customers at all levels
