As a Service Desk Apprentice, you will be the first point of contact for our clients and customers, handling incoming calls, emails, and service requests. This apprenticeship is perfect for individuals looking to start a career in business administration and customer service with hands-on experience in a fast-paced property services environment.
Key Responsibilities:
* Client Communication: Respond to customer inquiries via phone, email, or live chat, ensuring that all queries are resolved promptly and professionally.
* Service Requests: Log and track incoming service requests, ensuring that all details are accurately entered into the service desk system.
* Issue Resolution: Assist customers by providing information, troubleshooting issues, and directing complex queries to the appropriate department or team member.
* Scheduling & Appointments: Help schedule appointments for property maintenance services, ensuring that all appointments are confirmed and logged.
* Follow-Up: Perform follow-up calls or emails to ensure customers are satisfied with the service they received and to address any ongoing issues.
* Customer Record Management: Update and maintain customer records and service history, ensuring all information is accurate and up to date.
* Problem Escalation: Recognize when a situation requires escalation to senior team members or other departments, and ensure clients' concerns are addressed in a timely manner.
* Reporting & Feedback: Assist in tracking customer service metrics and providing feedback to the team on recurring issues or areas for improvement.
* General Office Support: Provide additional administrative support to the customer service team, including filing, organizing service records, and preparing reports.
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