Customer Services Desk Agent

5 months ago

London, United Kingdom Global Switch Full time

**About the Role**:
**Key Responsibilities**
- Respond swiftly and professionally to customer inquiries, ensuring clear and courteous communication for a positive customer experience.
- Promptly assign cases and requests to the appropriate teams and ensure active management until resolution.
- Proactively identify and escalate priority cases to the relevant teams or managers.
- Accurately record and classify all cases and requests.
- Manage cases and requests to meet agreed service level targets.
- Document all customer interactions and solutions provided in each case ticket.
- Provide timely updates to customers on the status and progress of their requests and cases, both reactively and proactively.
- Assist customers in navigating the Customer Portal, raising cases, and making requests.
- Act as a point of contact for customer escalations, ensuring they are promptly relayed to the relevant teams and managers.
- Provide general service and maintenance updates to customers proactively.
- Maintain high work standards, responding to tasks with urgency and ensuring consistent and organised execution.
- Process information with a high level of accuracy and quality.
- Be available for escalations and updates until a resolution is achieved.
- Support the clarification of any ambiguous customer cases or service requests.
- Adhere to company policies and procedures to ensure consistency and compliance.

**About You**

You are a customer-focused professional with a passion for assisting others and efficiently resolving issues. Your exceptional communication skills and problem-solving abilities allow you to handle inquiries with ease and professionalism. Adaptable and thriving in a fast-paced environment, you consistently maintain a positive attitude under pressure. Your attention to detail and proactive approach make you a reliable and valued team member.

**Key Requirements**
- Previous experience in a customer service or helpdesk role.
- Service Desk experience in the data centre or similar industry.
- Excellent verbal and written communication skills.
- Strong problem-solving skills and the ability to think on your feet.
- Proficiency in using CRM software and Microsoft Office Suite.
- Ability to work independently and as part of a team.

**:
**About Global Switch**

You might not know it, but you use a data centre like Global Switch every day. Whether you're browsing the web, streaming, playing a game, or simply making a purchase, you are relying on data centres around the world. Global Switch is a trusted name in the industry, with over 20 years of experience and a commitment to long-term partnerships and sustainability.

We value excellence and teamwork, and we always strive to deliver the best customer service and satisfaction. We are a team of skilled and passionate professionals, proud of who we are and what we do. Joining us means becoming part of a team that values learning and growth.

**As an equal opportunity employer, Global Switch is committed to providing a working culture that values diversity and inclusion and is committed to making reasonable adjustments to provide a barrier-free recruitment process and working environment.

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