About this role
Role Overview
- Acting as the 1st point of contract for new incidents, requests, and queries raised by Telent customers over a wide range of platforms via the telephone, email, B2B and customer portals
- Understand and proactively operate the “Escalations Procedure”
- Resolve Incidents and complete requests in line with customer SLA’s.
- Booking Field Engineers / field engineering resource as appropriate
- Meet Service Desk (KPI) Key Performance Indicators as set by the Service Centre Manager
- Responsible for ensuring that excellent customer service is provided consistently
- Be available to work to an agreed shift rota.
Requirements
- Telephone based customer service / customer assistance experience.
- Computer literate and a confident user Microsoft Tools, Microsoft Word, Outlook and Excel
- Previous or current experience of 1st Line troubleshooting / fixing of requests / faults.
- Experience of working towards targets/KPI’s.
Benefits
- 25 shifts per year holiday, plus the option to buy or sell shifts annually
- Company pension scheme
- A range of family friendly policies
- Occupational health support and wellbeing Portal
- Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme.