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Customer Service Administrator
4 months ago
**Customer Service Administrator**
**Location: Portsmouth**
**Hours of work: 40**
**Contract Type: Permanent**
Join our team at ISS Facility Services and become a vital player in one of our esteemed banking contracts.
As a Customer Service Administrator, you’ll be instrumental in delivering diverse Helpdesk solutions to multiple clients, spanning reactive maintenance, facilities management, room bookings, and switchboard services.
In this role, you will ensure the seamless operation of our Service Centre, delivering Helpdesk services with efficiency and achieving unparalleled levels of customer satisfaction.
**Key Responsibilities**
- Ensure all jobs are processed in line with the agreed SLA’s and priority response times
- Ensuring information is correct and kept up to date
- Liaise with site-based contacts to ensure jobs are closed off in a timely manner
- Feedback information or any issues that may affect the contract performance or cause client dissatisfaction
- Demonstrate extensive knowledge, understanding and awareness of facilities management issues effectively interpreting the described situations to enable a satisfactory resolution to customer requests
- Demonstrate extensive knowledge and understanding of the customer and their cultures to maximise and enhance customer service delivery
- Respond in a professional and courteous manner to every caller, recording all requests for service to accurately reflect correct priority for work based on health, safety, business criticality and customer expectation
- Ensure adherence to KPI and quality standards
- Achieve no lower than 95% of the maximum quality score based on calls marked on a weekly basis
**Professional and Personal Competencies/Qualifications**
- Outstanding active listening skills
- Ability to effectively communicate at all levels both verbally and in writing
- Data input accuracy and speed
- Excellent customer service orientation with a good understanding of customer complaint handling
- Confident and assertive telephone manner
- Enthusiastic and effective team player
- Flexibility to adjust working patterns according to business needs
- Accurate administration skills
- Receptive to change
- Ability to learn quickly
- Ability to work with a number of different systems consecutively
- Working knowledge of Microsoft Excel and Word
**The Company**
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace
ISS is proud to be a diverse and inclusive employer.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
**Job Types**: Full-time, Permanent
**Benefits**:
- Company pension
Schedule:
- Day shift
- Monday to Friday
Work Location: In person
Reference ID: 126318
