Helpdesk Customer Service Advisor

Job Role: Customer Service Advisor

Full Time/Permanent position

Wages: GBP10.50 per hour, which will increase to GBP11.30 on completion 6 months

Bonus: Team Performance based/ TBC

Working Hours: Mon-Fri - 8 hours per day, with 30 minutes unpaid lunch break Working pattern 7am to 6pm on a rota basis. 1 in 5 Saturdays - 8am-12pm (rota basis)

Holiday Period: 20 Days (Excluding Bank Holidays) (Holiday purchasing options available)

Probationary period: 3 months

Purpose of the job

To provide outstanding Customer Service to all external and internal customers through effective telephone handling techniques, request diagnosis, systems, technical and Customer Service skills. Liaise with engineers to support them with the smooth running of their day and ensure job completions are actioned accurately to fulfill the final invoice process.

Job Responsibilities

• Dealing with a variety of incoming calls from customers to raise new work orders or discuss existing orders
• Dealing with a variety of incoming emails with queries or new orders allocated using a ticket system
• Determine and diagnose faults first time through asking the right questions and allocating to the correct engineer for attendance or contract manager for quotation
• Ensure customer SLAs are achieved reactive jobs are attended to within the correct timescales
• Ensure all job technical details are recorded accurately in order to support a first visit access and fix for the KDE engineers and customers where possible
• Provide customer updates on outstanding repairs, ensuring open communication with customers, and recording any communications in the notes section within the system to ensure that the records are kept up to date
• Manage all notes effectively including the unscheduled tasks
• Communicate daily with engineers to support them with efficient completion of jobs during their day and request attendance for callouts
• Close down jobs accurately for invoicing purposes
• Raise further work orders where required in order for jobs to be completed to the client s requirements
• Liaise professionally with other areas of the business for technical support and assistance where required
• Log compliments, complaints and dissatisfaction making sure that the detailed information reaches the correct person
• Adhere to individual shift patterns between the hours of 7am-6pm on a rotating shift pattern (core hours 8:30-5pm) with an occasional Saturday shift 8am-12pm

Essential

• Customer Service Skills
• Experienced in data entry, telephone techniques, general administrate practices, computer literate
• Can demonstrate empathy
• Strong time management and punctuality

Desirable

• Some experience of Helpdesk work
• Experience of complaints handling
• Experience of scheduling
• Experience working within an electrical/plumbing business

KDE Ltd is committed to being an equal opportunities employer, promoting diversity, inclusivity, and providing fair and equal opportunities to all.