Customer Service Advisor/Helpdesk
Games Industry, based in Manchester
£12.75ph
This is initially a temporary role with a view to going permanent.
Main Duties:
The main duties of this role are to act as the first point of contact for fault reporting and fault resolution to restore service as quickly as possible. Overall responsibilities and accountabilities include:
1. Answering service calls.
2. Logging faults onto the database in a timely manner.
3. Communicating any problems to senior team members.
4. Effective customer complaint escalation.
5. Ensuring the customer is communicated to within specified timeframes with progress updates.
Key Responsibilities:
1. Work as part of a Customer Services Team, answering our business clients' calls and logging them onto the system.
2. Take responsibility for all first line calls assigned and follow them through to resolution.
3. Maintain clients SLA agreements with customers.
4. Liaise with other members of the team and communicate issues and escalations to Senior Team Members.
5. Make outgoing courtesy calls regarding any new software updates and installations as required.
6. Liaise with I.T. and other departments when necessary to resolve customer queries.
Qualifications:
1. Strong written and verbal communication skills.
2. Computer literacy, ideally proficient using Microsoft Office.
3. Ability to work on own initiative with minimal supervision.
4. Previous experience of telephone-based customer service would be advantageous.
5. Full training will be provided.
Shift Pattern: 4 days on and 4 days off. Start time is either 07:30 or 08:00 for the 19:00 finish or 11:00 for the 22:30 finish.
Unfortunately, due to the volume of applications we receive, if Copperfield Recruitment Ltd has not contacted you within five days of your application, then please assume you have been unsuccessful on this occasion. Please note that by applying for this vacancy you accept Copperfield Recruitment Ltd’s Privacy Policy and GDPR Policy which can be found on our website and therefore give us consent to contact you. Copperfield Recruitment Ltd are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.
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