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