Field Recruitment's client of International recognition within the Facilities Management field are now seeking Intelligent Contact Centre (ICC) Operators to join their team, working out of the Swindon offices.
The hours for this role are Monday - Friday and will be a rotating shift pattern of 7am - 3.30pm, 7.30am - 4pm, 12pm - 8.30pm
OBJECTIVES To act as the initial point of contact for the customer, collating and recording all relevant details of requests, providing accurate and relevant information, monitoring and escalating incidents to achieve agreed service level and keeping customers informed of status and progression of the work order.
Responsible for the co-ordination of customer service requests to be sent out to the supply chain and chasing progression of work orders.
Responsible for resolving queries and complaints by applying a first call resolution plan to each call.
To create accurate data records containing all relevant information to enable requests to be resolved to time and to the standard required.
To enhance the customers perception of the service by exceeding their expectations and delivering solutions in a customer focused and a timely manner.
Takes ownership for own performance actively seeking opportunities to improve and develop
English Language and Maths GCSE grade C or above
Minimum of 1 years
experience in successfully working in a customer service role
Experience of working within a customer focus environment
Experience of working to targets
FM knowledge or experience
Working with IT databases
Experience and Skills:
Good communication skills and the ability to deliver excellent customer service with strong customer focus. Able to communicate with colleagues, management and supply chain staff
Strong team player
Work towards achievements of targets
Able to think proactively with the ability to multi-task
Strong operational contract focus
Able to work on own initiative
Approachable individual with a professional manner
Methodical in approach to tasks
Working knowledge of telephony and communication systems
IT literate including Word, Outlook, Excel
Proven ability to work unsupervised and under pressure
Full security clearance, or be in a position to obtain security clearance
JOB TYPE Permanent
- Customer Services
- Facilities Management
- Security Clearance
- Service Levels
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