Customer Service Administrator
OCS Group limited
Manchester, GB
9h ago

We are currently recruiting for a Customer Service Administrator, to join our team in the Manchester Group Shared Service Centre, where you will be delivering a high level of Customer Service both internally to OCS staff and externally to your own portfolio of clients that OCS work with.

Managing a high volume of transactions via various communication methods including telephony and web traffic for a facilities management Helpdesk, You will be responsible for a portfolio of high profile clients delivering exceptional customer service standards whilst taking full ownership of the end to end resolution of all query types meeting agreed SLA’s & and KPI’s where applicable, delivering customer service excellence at all times.

Responsibilities will include :

  • Supporting the Shared Service Centre through general office duties allowing Telephone Agents maximum contact with clients.
  • Performing activities such as : Dealing with a stream of Inbound phone calls, order input, general enquires / query resolution, email, web traffic and mail, scanning, filing and photocopying.

  • Answering and acting upon a high volume of incoming / outgoing telephone calls to OCS standard protocol and KPI’s.
  • Ensuring that on all queries the client is kept fully updated at all times. Closing the loop on all queries ensuring that a query has been resolved to the client’s satisfaction is essential.
  • Updating the CAFM system to ensure that there is a full history on all requests logged. Proactively contacting service streams for updates on queries so that agreed SLA’s are met.
  • Collating and preparing weekly / monthly client reports to agreed SLA timescales. Capturing all required data for analysis by both Account Managers and clients.
  • You will be required to collate data around both financial and service level KPI’s.

  • You must be self motivated, able to work under pressure and able to work under your own initiative as well as being a team player;
  • Experience required :

    Education / Qualifications

  • A level / GCSE Standard or equivalent (English & Maths)
  • NVQ in Customer Services an advantage
  • Working experience / Personal attributes

  • Previous experience in a Customer Service position, with an excellent Customer Service track record - Ideally from a call handling environment
  • High degree of accuracy and strong attention to detail
  • Good knowledge of Microsoft Office / Excel
  • Time Management skills
  • Customer focused with a positive attitude
  • Team player and problem solver
  • Good verbal / written communication skills
  • Apply
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