Customer Service Helpdesk Agent
7 months ago
**Job Opportunity at Pestokill**: Customer Service Helpdesk Agent
**Company Overview**:
Pestokill, established in 1985 in Northwest England, is a leading name in the UK pest control industry, known for its innovative approach and commitment to customer satisfaction.
Having grown organically and through acquisitions, Pestokill joined the Anticimex (a global leader in pest control) family in 2022 to further enhance its services with state-of-the-art technologies and sustainable practices. The company values integrity, reliability, and a family-oriented approach, with a goal to double its revenue to £25 million within the next two years.
**The Role**:
**Core responsibilities**:
- Promptly answer and efficiently handle phone calls to resolve customer requests directly or by directing them to the appropriate team member.
- Respond to communications from field-based technicians, assisting service teams or redirecting as necessary.
- Log call-outs for field technicians, ensuring timely completion within service level agreements and providing updates to all stakeholders.
- Document all customer interactions accurately using the various options available on the company portal.
- Address customer complaints effectively by actively listening, gathering detailed information, and collaborating with relevant team members to achieve resolution. Continuously update all stakeholders until the complaint is resolved.
- Conduct various administrative duties, including tracking and updating unattended call-outs, notifying customers about completed visits, and handling purchase orders.
- Oversee the customer portal, updating and managing reactive and planned orders on a daily, weekly, and monthly basis. Responsibilities include accepting and logging requests, updating estimated times of arrival, monitoring overdue orders, providing updates and reports from completed visits, closing orders, and adding costs for invoicing.
- Work in cooperation with other departments at Head Office to ensure that job processes are logged, completed, and invoiced efficiently.
**Competencies Required**:
- Previous experience in a busy customer services department essential.
- Excellent communication skills.
- Organised, with attention to detail.
- Demonstrates ownership of issues and follows through to resolution.
- Positive, helpful, and friendly demeanour.
- Skilled in using initiative and solving problems.
- Capable of working collaboratively in a fast-paced setting.
- Proficient in multitasking and prioritising a dynamic and varied workload.
- Flexible and open to embracing new ideas and changes.
**Job Details**:
- Based in our office in Leigh
- Salary: Above minimum wage
- Options for full-time or part-time employment.
- Flexibility required to cover early/late shifts between hours of 7.30am and 8pm and weekend cover on a rota basis
**Benefits**:
- Smart/Casual dress code.
- Company events and pension.
- Free and on-site parking.
- Application Process:
**Job Types**: Full-time, Part-time
Pay: £22,874.00 per year
Expected hours: 38.25 per week
**Benefits**:
- Casual dress
- Company events
- Company pension
- On-site parking
Schedule:
- Monday to Friday
- Weekend availability
Application question(s):
- What's your favourite thing about working in customer service?
**Experience**:
- Customer service: 2 years (preferred)
Work Location: In person
Reference ID: Customer Service - Helpdesk
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