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- Tasks: Coordinate customer support services and ensure top-notch service delivery.
- Company: Join a leading tech company focused on customer satisfaction.
- Benefits: Gain valuable experience, develop skills, and work in a supportive environment.
- Other info: Office-based role with opportunities for growth and learning.
- Why this job: Be the bridge between clients and services, making a real difference.
- Qualifications: Customer service experience and strong communication skills required.
The predicted salary is between 25000 - 30000 £ per year.
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 must be able to successfully obtain security clearance.
Location: Office based - Aerospace Boulevard, Farnborough
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 escape 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 activation / 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 financial performance.
- Communicating across organisational boundaries 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.
Note: 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.
Qualifications:
- 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.
- Passion for customer service.
- Successful security clearance and vetting is mandatory for this role.
Customer Service Desk Advisor in Farnborough employer: Jenoptik
Contact Detail:
Jenoptik 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 people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer service. We recommend role-playing with a friend or using mock interview tools to boost your confidence and refine your answers.
✨Tip Number 3
Showcase 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 help you stand out as someone who truly cares about delivering 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, we love seeing candidates who are proactive and engaged with our company.
We think you need these skills to ace Customer Service Desk Advisor in Farnborough
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Service Desk Advisor role. Highlight your customer service experience and any relevant ITIL knowledge to show us you're the right fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how you can contribute to our team. Be genuine and let your personality come through.
Showcase Your Communication Skills: Since communication is key in this role, make sure your written application is clear and concise. Avoid jargon and keep it professional yet friendly – we want to see your ability to connect with others!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Jenoptik
✨Know Your ITIL Basics
Familiarise yourself with the ITIL framework, as it’s crucial for this role. Brush up on key concepts like service management, incident management, and continual service improvement. Being able to discuss these topics confidently will show your understanding of the environment you'll be working in.
✨Showcase Your Communication Skills
Since excellent communication is a must-have for this position, prepare examples that highlight your ability to convey information clearly. Think of situations where you successfully resolved customer issues or collaborated with teams, and be ready to share those stories during the interview.
✨Demonstrate Problem-Solving Prowess
Prepare to discuss specific challenges you've faced in previous customer service roles and how you tackled them. This could involve managing tight deadlines or juggling multiple tasks. Highlighting your analytical skills and attention to detail will resonate well with the interviewers.
✨Emphasise Your Passion for Customer Service
Let your enthusiasm for customer service shine through! Share why you love helping customers and how you strive to improve their experience. This role is all about creating positive interactions, so showing genuine passion can set you apart from other candidates.