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- Tasks: Deliver top-notch customer support and ensure a positive experience for every client interaction.
- Company: Join Jenoptik, a global leader in photonics with a commitment to innovation.
- Benefits: Gain valuable experience in a dynamic environment with opportunities for growth.
- Other info: Work in a supportive team and help shape the future of technology.
- Why this job: Be the bridge between clients and solutions, making a real impact on customer satisfaction.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 30000 - 40000 £ per year.
Jenoptik is an international photonics group with representatives in over 80 countries. Optical technologies are the foundation of our business. We employ around 4,600 people worldwide. Join our team and help to shape our future with lasting effect.
The Customer Service Desk Advisor will be responsible for coordinating the delivery of customer support services within an ITIL framework. This role plays a vital part in ensuring our contracted service commitments are delivered, creating a trusted relationship between service provider and customer, acting as the bridge between the client and operational delivery.
The key responsibility of the Customer Service Desk Advisor is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of service delivery. This role will report to the Customer Service Delivery Manager.
About You
The ideal candidate should have excellent communication skills, be able to work independently and to tight timescales while managing multiple tasks and prioritising effectively. We are looking for highly motivated individuals with a passion for customer service, continuously helping improve the way we work, in serving our clients’ needs and delivering a quality service. Candidates will be required to successfully obtain security clearance.
Core Responsibilities
- Responsible for ensuring that every customer receives a positive experience on every contact, during the end-to-end Service lifecycle.
- Provide first level contact, conveying resolutions to customer issues.
- Logging support requests on service management system.
- Monitoring progress of support requests and chasing outstanding actions.
- Liaison and first point of contact with internal teams.
- Identify and elevate situations requiring immediate attention.
- Anticipating issues e.g., missed deadlines, be proactive in contacting customers.
- Backend configuration and management of service management tool, including data imports.
- Accurate recording and management of requests within service management tool.
- Ensuring all KPIs and SLAs are met.
- Statistical analysis and reporting – manage delivery of daily, weekly and monthly reporting for Service Desk statistics when required.
- Management of SIM acquisition requests, data cap alerts, and portal reporting.
- Maintain a positive and professional image of Jenoptik when dealing with customers and third parties.
- Good communication around issues and opportunities – get things done, make things happen.
- Removing all obstacles to customer satisfaction and or financial performance.
- Communicating across organisational boundaries with development, engineers, senior managers and project management.
- Maintain excellent verbal & written communication skills, with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation.
- Demonstrate patience and understanding and show an aptitude for training / transferring knowledge.
The post holder may also be asked to support and undertake other related duties not listed in this job description from time to time according to the needs of the business.
Desired skills and experience
- Experience in a customer service role, with excellent written and verbal communication skills.
- Working knowledge of Microsoft Word and Excel.
- Analytical skills and attention to detail.
- Good understanding of IT.
- Experience of working within an ITIL environment would be an advantage.
- Ability to work independently and as part of a team.
- Strong problem-solving skills.
- Successful security clearance and vetting is mandatory for this role.
Contact E-mail: sarah.overman@jenoptik.com
Customer Service Desk Advisor in Farnborough employer: Jenoptik AG
Contact Detail:
Jenoptik AG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Desk Advisor in Farnborough
✨Tip Number 1
Network like a pro! Reach out to current employees at Jenoptik on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Customer Service Desk Advisor role.
✨Tip Number 2
Prepare for the interview by practising common customer service scenarios. Think about how you would handle difficult customers or technical issues, as this will show your problem-solving skills and ability to stay calm under pressure.
✨Tip Number 3
Show your passion for customer service! During interviews, share specific examples of how you've gone above and beyond for customers in the past. This will demonstrate your commitment to delivering a quality service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Jenoptik team and contributing to our mission.
We think you need these skills to ace Customer Service Desk Advisor in Farnborough
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Desk Advisor role. Highlight your relevant experience in customer service and any ITIL knowledge you have, as this will show us you're a great fit for the position.
Show Off Your Communication Skills: Since communication is key in this role, use clear and concise language in your application. We want to see how well you can convey your thoughts, so don’t hold back on showcasing your written communication skills!
Be Proactive: In your application, mention instances where you've anticipated customer needs or resolved issues before they escalated. This will demonstrate your proactive approach, which is something we highly value at Jenoptik.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Jenoptik AG
✨Know Your ITIL Basics
Since the role involves working within an ITIL framework, brush up on your ITIL knowledge. Be ready to discuss how you’ve applied ITIL principles in past roles or how you would approach service management and incident handling.
✨Showcase Your Communication Skills
As a Customer Service Desk Advisor, communication is key. Prepare examples of how you've effectively communicated with both technical and non-technical colleagues. Highlight any experiences where your communication helped resolve customer issues.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you identified a problem and took proactive steps to resolve it. Be ready to explain your thought process and how you prioritised tasks to ensure customer satisfaction.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your ability to handle customer interactions. Practice responses to potential situations, such as dealing with a frustrated customer or managing multiple requests simultaneously, to show your readiness for the role.