Helpdesk Operative

Helpdesk Operative

Pertemps are currently working with a leading Glasgow based company who are looking to add to their Helpdesk team. You must be available to interview quickly and if successful start this permanent role ASAP.  Salary for this position is £23,200 + excellent benefits.  Ideally you will have previous experience in retail and have finished studying.  You must be keen to learn with excellent customer service skills.  This role will be working on a rotational shift basis so you must be available to work weekends and evenings.
The role of Helpdesk Customer Service Advisor is a key position and responsibilities in this post will include the following areas:

• To answer inbound calls and make outbound calls in a professional manner.
• Monitor and manage jobs and calls with a high focus on response times and operational performance.
• Oversee jobs management, parts ordering and asset and PPM functions.
• To take ownership of customer queries – end to end.
• To ensure the accurate input of data and the completion of all relevant fields throughout each call.
• To ensure compliance with the Call Script and adhere to Call Quality Monitoring guidelines.
• Liaise with suppliers.
• Manually assign and updated PPM jobs
• Be able to help field teams with any query on jobs.
• Log incident requests.
• To ensure all relevant data is obtained on each call through appropriate questioning quickly securing an understanding of the problem.
• Provide the best possible customer service.
• Maintain a responsible amount of admin time – to wrap up calls or queries.
• Ensure any corrective actions are picked up and managed at the direction of your team leader.
• To manage after call activities to effectively manage workload and service levels.

Skills required:

• Strong PC literacy
• Strong communication skills, both written and verbal
• Strong results focus.
• Effective problem-solving and decision-making
• Able to motivate self and others.

 To find out more about this role please contact Emily Purdie at Pertemps
Pertemps acts as both an employment business and an employment agency.