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In-Bound Call Center Agent

Posted 27 February by Kelly Services Ended


In Bound Call Centre Agent

We're looking for a born problem solver with technical know-how, excellent customer service skills and an analytical approach to join a dynamic group of front line telephone agents in Bracknell, supporting system users in the Ministry of Defence.

This is an ideal opportunity to progress your IT career within Fujitsu - as an IT organisation boasting global partnerships with the world's leading IT providers, including Microsoft, Cisco, Citrix and VM Ware.
So if you want to really kick-start your IT career, apply here to begin the journey.

Job Description:
Normal working hours will be distributed on a shift basis between 07:00 and 19:00 on weekdays, weekends and bank holidays. But as a guide, individuals will usually only need to work one weekend in 8. Night shifts are covered by a separate out-of-hours team to maintain 24/7 global support.

Key Accountability:

· Obtaining accurate user/fault information and logging all details on the call management system

· Providing first-line technical support & troubleshooting

· Achieving 60% first-time fix rate or routing of call to final resolution

· To meet personal productivity and quality targets as agreed with the Team Manager and in line with contractual SLA's

· To provide levels of customer service in line with contractual SLA's and internal call quality targets.

- Full training will be provided in a classroom based and budding system.

Skills - Required:

· Excellent customer service skills

· Troubleshooting & diagnostic skills

· An analytical approach to problem solving

· A commitment to the customer and to continuous learning and personal development

· Good interpersonal skills

· High personal standards

· Tolerance of stressful situations

· An ability to work well within a team.

"Kelly Services UK Ltd are acting as an employment business in relation to this vacancy'

Required skills

  • Applications
  • Customer Service
  • Diagnostics
  • Technical Support
  • Troubleshooting

Reference: 33157425

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