Helpdesk Customer Service Advisor - Weekends

Job Reference: MS-BSE-SW-3105/3

Job Title: Helpdesk Customer Service Advisor - Part Time

Job Type: Part time

Location: Bury St Edmunds

You`re a doer, a fixer, a let`s sort this outer..

You`re a Servestian.

At Servest we like to roll up our sleeves and get the job done. We get to know our customer, to understand their business, to deliver specialised solutions that work for them. Our Managed Solutions division are responsible for keeping our clients` premises ship-shape. Inevitably from time to time, things go wrong - That`s where you come in!

There`s no place for dripping taps, squeaky doors or leaky roofs on our watch!

We`re looking for outstanding customer service professionals whose natural ability to get the job done, quickly and efficiently whilst delighting our customers will ensure that dealing with the inconvenience of a cleaning or maintenance issue, was in fact, no issue at all.

You`ll have previous experience in a customer focussed role and will have strong IT skills. You`ll spend the majority of your time talking to our customers, logging maintenance jobs or updating them on progress so it goes without saying that you will have an exceptional telephone manner.

The ability to multi-task and prioritise will be essential, enabling you to keep things moving, resolving our customers` problems quickly. A fantastic communicator, you`ll be able to engage with our customers to extract all the necessary information required to ensure we can get them the right technical help they need, quickly and efficiently.

As a Helpdesk Customer Service Advisor, your main responsibilities will be:

• Acting as a first point of contact, taking inbound calls from our customers, logging maintenance requirements
• Speaking with our partner sub-contractors to coordinate prompt and effective resolution of maintenance issues
• Updating trackers and reporting on job status and progress
• Contacting our customers and partner sub-contractors for follow ups and to maintain momentum of the job and to develop excellent customer relationships
• Taking ownership of e-mail inboxes, communicating with our customers and partners via e-mail
• Developing your knowledge of systems, processes and customer requirements, feeding back ideas on improvements and refinements and sharing your knowledge within your team
• Dealing with complaints and escalating to the appropriate point of contact

As a Helpdesk Customer Service Advisor, your main responsibilities will be:

• A proven track record in providing excellent customer service in a customer-facing role
• Excellent communication skills, both verbally and written
• A genuine desire to provide first class customer service every time
• An empathetic and understanding approach, with an ability to influence, instil confidence and where necessary, de-escalate complaints
• A true team player, you will thrive in a collaborative environment and will contribute fully to the success of your team
• The ability to multi-task, organise and prioritise your workload effectively to meet the demands of the business and delight our customers
• An inquisitive, creative and problem-solving personality, you will work with initiative and will take ownership of tasks, driving them through to completion
• Flexible and adaptable, you will be ever ready to react and respond in an effort to improve the service you offer; you will embrace change and new technologies and the opportunities they offer

Our contact centre operates 24/7. You would work Saturday and Sunday 09:00 - 18:00

We offer excellent career and development opportunities, as an organisation that's proud of its` great people - We believe in the opportunity to recognise and share success.

Servest is an equal opportunities employer and rely on diversity to deliver on our goals. We actively encourage applications from talented and qualified individuals regardless of race, gender, nationality.