Customer Service Co-ordinator

3 days ago


Edinburgh, United Kingdom Commsworld Full time

**Company Profile**

Commsworld is a leading UK Telecommunications Network Provider and ISP. Our aim is to be Provider of choice for digital connectivity solutions specialising in exceptional delivery to clients across all sectors.

We manage and control the largest privately funded Optical Core network in the UK with extensive on-net Metro reach. We further offer our clients a broad portfolio of Cloud, Security and Voice solutions delivering accessibility to client Applications and Data across the world. All supported by our strong in-house Service & Support capabilities, ISO accreditations and powerful accessible CRM portal.

**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

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

**Salary**: £22,000.00-£23,000.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Employee stock ownership plan
- Free parking
- Gym membership
- Health & wellbeing programme
- Life insurance
- Referral programme
- Store discount

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Edinburgh, City of Edinburgh: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Do you have experience in dealing with challenging situations and conflict resolutions?

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 2 years (preferred)

Work Location: In person

Reference ID: Customer service Co-ordinator



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