Helpdesk Customer Service Representative

2 weeks ago

Glasgow, United Kingdom Perfect Career Full time

**Position: Lateshift Helpdesk Customer Service Representative**

**Salary: £20,494.50 per annum**

**Location: Glasgow / Working from Home**

**Hours: 37.5 hours per week (working 5 days from 7 per week)**

**Hours of work: Between 12 pm and 10 pm**

We are advertising this Helpdesk Customer Service Representative role on behalf of our client ‘City Facilities Management’. City FM was established in 1985 and the company has grown to become one of the world’s largest privately held, integrated FM companies.

City has a unique business model and for over 30 years has provided leading maintenance, engineering, technical procurement & support in dedicated partnerships with National Blue Chip companies. City also has a global presence with offices in the UK, Europe, North America, Malaysia, Singapore, Hong Kong and Australia.

The culture and values of City are shaped by being a family business with people at the heart of what they do. The business has ambitious growth plans and is keen to attract people who are passionate about delivering great standards and service to customers. In return you will receive a competitive salary and benefits package, industry leading Induction and training through our City & Guilds training academy and the opportunity to develop and progress is only limited by your own ambition.

**JOB PURPOSE**
- To answer inbound calls and make outbound calls in a professional manner whilst logging and passing out efficiently all customer related faults and enquiries.
- Monitor and manage new calls with a high focus on response times and operational performance.
- Ensure that all relevant administration related to the completion of your role are completed in full and in a timely manner whilst ensuring a swift and efficient service is delivered in line with agreed service levels.

**RESPONSIBILITIES**
- To ensure the accurate input of data and the completion of all relevant fields throughout each call.
- To take ownership of customer problems to conclusion
- To liaise with Engineers in order to prioritise calls enabling swift response times.
- To manage after call activities to effectively manage workload and service levels.
- To communicate fluently and confidently without supervision creating an atmosphere of co-operation with both Customer and Colleagues.
- Consider the impact of own actions on other members of the Helpdesk team and take pride in being part of a team.
- Strive to achieve agreed service levels at all times.
- Action any corrective actions highlighted in performance reviews and 1-1’s with your direct line manager.
- To ensure effective written and verbal communication of all relevant information pertinent to the role.
- To comply with any other reasonable requests from the Helpdesk Management Team.

**KNOWLEDGE, SKILLS AND ABILITIES**
- Previous experience of working on a Helpdesk or in a call centre
- Strong PC literacy, with experience using FM & telephony systems
- Strong communication skills, both written and verbal
- Strong results focus
- Effective problem-solving and decision-making
- Able to motivate self and others
- Flexible approach to working hours

**Job Types**: Full-time, Permanent

**Salary**: Up to £20,494.50 per year

Schedule:

- Day shift
- Monday to Friday

Work Location: One location

Reference ID: Helpdesk Customer Service Representative - Lateshift

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