Customer Service Desk Agent

Posted:20/05/2017
Job Type:Contract
Salary: £15.18 - 15.18/hour
Location:Cambridgeshire
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 Main Areas of Responsibility

  • Sensitively and efficiently assist customers by resolving enquiries and logging appropriate information on the AskICT system as necessary, delivering a flexible and responsive service in line with the needs of the business.  
  • To follow all documented AskICT first line processes including Incident, Change and Knowledge Management, and Catalogue procedures
  • Resolving customer interactions at first point of contact via telephony , self-service, and email utilising the AskICT Knowledge Base
  • Be fully proficient in the use of telephony and ICT systems typically used in a large customer service centre environment. 
  • Be polite and professional at all times in possibly difficult, stressful and challenging situations
  • To own individual enquiries and customer requests.
  • Be fully proficient in all aspects of customer service delivery and deal appropriately with sensitive and confidential information and meet agreed quality and quantity targets.

·         The ability to work without close supervision.

  • Other duties of an administrative and technical nature in line with the ability and level of responsibility of the post holder

Other

  • You must be prepared to work flexibly across the hours on various shift patterns from 8am to 6pm.

·         Undertake, wherever required, other responsibilities and duties including work related to 3rd party external business, on behalf of the company, where this is commensurate with the grade of the post.  This may entail working from other locations.

Due to the changing nature of the business, this job description serves as a framework to outline the main areas of responsibility at the time of writing.  It is not intended to be either prescriptive or exhaustive and will inevitably change.

 

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