This entry level role provides a single point of contact for internal and external customers to diagnose and resolve routine interventions and escalate more difficult service interventions where appropriate.
All fundamental knowledge for the role will be gained at this level.
Technical Capability. Provides first line diagnosis to customer / technician interventions seeking support as necessary to address routine calls.
Data Handling. Handles data in line with current processes to ensure accuracy of data on systems.
Service Level Escalates issues to more senior colleagues in a timely way. Receives and handles requests for support following agreed procedures. Maintains relevant records.
Team Working. Contributes to overall team achievements supporting objectives and targets.
Communication Skills. Able to communicate effectively with internal and external customers by telephone and provide information about products and services.
Seeks assistance from colleagues for the resolution of more complex customer service queries and complaints. Can use databases to retrieve and enter data.
Supplier Management. Assists in the collection and reporting on supplier performance data. Assists with the routine day to day communication between the organization and suppliers.
Skills and competencies required :
Accuracy in capturing and recording mandatory information
Ability to problem solve & resolve issues through to completion
Communication skills, both written & verbal, incl. active listening and empathy
Customer service skills
Good interpersonal and intercultural skills
Ability to prioritize own workload
Correct use of escalation as per agreed process
Writing of SOPs
French and English languages