IT Customer Service Advisor
3 weeks ago
**Chichester**
**£19.5k**
**Temp to Perm**
On this role you will be the first point of contact for all customer service issues and you will ensure the successful set up and support of solutions for all customers, ensuring a quality customer experience.
Main Duties
- Log, update and track all customer queries, incidents and requests to resolution.
- Escalating customer queries, incidents and requests that cannot be resolved after full investigation.
- Highlight and define operational process risks and gaps and make recommendations to mitigate or minimise the impact of recognised business risks.
- Proactively identify operational process, service and product improvements to ensure the continued effectiveness of these processes in line with business objectives.
- Ensure all; data is handled correctly
- Creation of both internal and external reports requiring a good working knowledge of MS Excel skills
- Complete daily system checks to ensure products are working as expected.
- Responsibility for understanding and supporting the Change and Incident process and procedure
- Identifying and implementing service, process, and product improvements.
- Adherence to all internal and external SLAs and KPIs.
- There is an expectation to provide nightshift cover - weekend nightshift cover on a rota basis (1 in 4) - enhanced salary during this cover
Experience
- Good at problem solving including identifying, analysing and solving problems of behalf of customers.
- Excellent time management skills.
- Ability to prioritise workload in a busy environment.
- A quick learning multi-tasker, readily adaptable, flexible in approach to work, with the ability to work autonomously
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