Customer Service Executive

Location: West Drayton
Reporting to: Service Desk Supervisor
Hours: 37.5 hours per week, Mon –Fri
Shifts: 08.30-17.00 /09.00-17.30/09.30-18.00 on rotation
Key Responsibilities
• Answering telephone calls promptly and professionally.
• Logging all new incoming calls onto our in-house system.
• Ensuring that the fault details are clearly and correctly defined on each call.
• Liaising with Technicians, Purchasing, Account Managers, Schedulers and Directors to ensure calls are actioned as required and Customers are updated accordingly.
• Understanding and adhering to Customers contracted SLA's and KPI's that are set for the Customer Service desk.
• Progressing calls through from initial logging to call clearance.
• Preparing and sending Quotations to clients for parts and labour.
• Daily Reports for selected clients with updates of each of their open calls.
• Daily Reports (Handover and HotSpot) to be raised as the end of each day.
• Customer collections to be arranged following the required procedure.
• Call monitoring with escalations where necessary.

Skills
• Previous telephone based Customer Service experience.
• Previously worked in an office environment.
• Be able to communicate well at all levels.
• Have a good, clear telephone manner.
• I.T. Hardware knowledge ideally at component level.
• Must be a team player but be able to work off own initiative.
• Emphasis on being customer focused.
• Multi-tasking is a must.
• Thorough, demonstrates attention to detail.
• Able to work on own initiative with minimum supervision.
• Organised and able to identify and prioritise work.
• Supportive and reliable team member.
• Able to work well to pressurised deadlines.

Personal attributes
• Must appreciate importance of standards.
• Methodical worker.
• Excellent Time keeper.
• Logical Thinker.

This a temp to perm role initially for 3months starting asap. Interviews are preferred in person but can be via Teams.

Interested then please do get in touch today!