Service Desk Executive
Daisy Communications
- Prudhoe, Northumberland
- £23,000 per year
- Permanent
- Full-time
Salary: Up to £23,000 DOE
Working Hours: Monday to Friday 8:30/9:00 – 17:00/17:30 (37.5 hours)Key Responsibilities:Customer Support:
- Provide exceptional customer support via phone, email, and other communication channels.
- Address customer inquiries, troubleshoot technical issues, and provide timely resolutions.
- Ensure customer satisfaction by understanding and meeting their needs effectively
- Manage incident tickets and prioritise them based on severity and impact.
- Work with technical teams to resolve customer-reported issues within agreed SLAs.
- Communicate updates to customers regarding the status of their reported incidents.
- Process service terminations, upgrades, downgrades, and other modifications as requested by customers.
- Obtain necessary approvals and ensure accurate documentation of service changes.
- Coordinate with internal departments and external vendors to implement service modifications smoothly.
- Review and resolve billing discrepancies, account inquiries, and contract-related issues.
- Ensure accurate billing and invoicing for customers and address any billing queries promptly.
- Maintain customer account information and update records as needed.
- Handle customer escalations with professionalism and empathy.
- Investigate escalated issues thoroughly, identify root causes, and provide appropriate solutions.
- Communicate resolutions to customers in a timely manner, ensuring their concerns are addressed satisfactorily
- Provide technical assistance to customers on telecom products, services, and equipment.
- Troubleshoot network connectivity issues, device configurations, and other technical challenges.
- Escalate complex technical issues to specialised support teams for further investigation and resolution.
- Exceptional Customer Service Skills
- Demonstrate an ability to work within a fast-paced environment showing dedication and ownership.
- Previous experience within a telecommunications-based company or role is desirable
- Demonstrate an ability to understand, analyse and interpret data.
- Take ownership of issues and follow through to a satisfactory conclusion.
- A ‘can do’ attitude with a flexible approach to work.
- Able to build and maintain good working relationships with internal and external customers.
- Ability to work well as an individual and as part of a team.
- Competent with all Microsoft packages
- Possess excellent, assertive, and controlled telephone manner.
- A high level of professionalism
- Excellent problem analysis/solving skills.
- Attention to detail in all aspects of working.
- Effective communication skills, being able to pinpoint the exact issue in order to get a resolution.
- Demonstrate a logical thought process, meeting customer demands and expectations.
- 25 days holidays, plus bank holidays, and an additional day for each year of service up to 30 days!
- Holiday purchase scheme
- £500 referral scheme bonus
- Professional development to help you achieve your personal goals
- Eye care vouchers available and discounted Medicash membership
- Sim deals for you and your family/friends
- Access to discounts and savings at more than 1,200 retailers
- An additional day off on your birthday or if you're getting married