Customer Service Co-ordinator

12 hours ago


Edinburgh, United Kingdom Commsworld Full time

**Customer Service Co-ordinator**:
**Division/Business Unit**:Customer Services**:
**Reports to**: Services Delivery Manager**:
**Office Base: Edinburgh**:
**Salary: 21,500**:
**Job Purpose**:
**Key Responsibilities**:

- As a minimum you may be called upon to undertake all or some of these activities as required_
- To provide an effective Service Desk service to the organisation and their customers by taking calls directly from customers or by responding to their E mails
- To be responsible for ensuring accurate recording of incidents and customer requests in accordance with standard operational procedures and agreed performance criteria
- Triage and categorise incidents raised by our clients, internal teams and 3rd parties.
- Work within defined client SLA’s for response, escalations and resolution of service requests and incidents.
- Liaise with end-users where necessary to elicit all information required to triage & resolve the incident.
- Liaise with internal IT team where necessary to resolve incidents or identify accountability if the issue resides with internally hosted platform.
- Liaise with 3rd Party technology providers to report and progress ongoing issues

**Professional Profile**:

- ITIL Service Desk experience
- Strong communication and interpersonal skills
- Excellent customer service skills
- Positive telephone manner
- Capable of working in a fast-paced environment.
- Experience of IT industry would be an advantage
- GCSE or equivalent in English and Maths required



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