At a Glance
- Tasks: Support customers with queries and provide technical assistance in a vibrant team.
- Company: Join a dynamic company focused on delivering exceptional customer service.
- Benefits: Gain valuable experience, develop skills, and work in a supportive environment.
- Other info: Opportunities for growth and learning in a collaborative team.
- Why this job: Make a real difference by helping customers and improving processes.
- Qualifications: Strong customer service skills and ability to work in a fast-paced environment.
The predicted salary is between 25000 - 30000 £ per year.
We are looking for a customer focused individual to join our Customer Help Desk. Working as a part of a vibrant and energetic team, your role is to support the team to handle our customer queries and be a point of escalation, take ownership of the situation and demonstrate real empathy to provide a resolution to the customer’s satisfaction. Our team also provides technical support to the customer, for which training will be provided. The expert provides technical support to the team and will deputise for the Team Leader, supporting with team reporting, quality monitoring, feedback and coaching.
We are looking for a professional and enthusiastic individual with very strong experience in customer service. The ability to work in a fast-paced environment and desire to deliver a great customer experience is essential.
Key tasks:- Manage the handling of Customer Queries escalations in a polite and professional manner
- Deputising for Team Leader
- Providing technical support to team and customers
- Liaising with internal departments to resolve customer queries
- Supporting the team to achieve customer and business KPIs
- Customer Help Desk reporting and analysis
- Identifying opportunities for demand reduction and process improvement
- Customer contact quality monitoring and feedback
- Coaching of advisors with technical and ‘soft’ skills
- Lead team buzz sessions
- Essential (attributes required for candidate to be considered):
- Ability to provide outstanding levels of customer service
- Skilled in creating a network of internal contacts to support the resolution of customer queries
- Good organisational skills
- Good knowledge of the English language, both written and verbal
- Analytical skills
- Good level of computer literacy including Microsoft
- Proficiency of using Office and Smartphone Apps
- Excellent writing skills with the ability to use clear, concise language specific for the purpose and audience
- Experience (what you have done):
- Demonstrated ability to provide outstanding customer service
- Experience of working in a busy team; driven to achieve personal, team, and business goals
- Demonstrated evidence of applying ‘soft-skills’ such as empathy to resolving customer queries
- Demonstrated experience of taking ownership of customer queries
- Previous experience of working in a customer helpdesk capacity
- (the way you think and act):
- Aptitude for quickly building rapport with our customers by showing patience, empathy and understanding
- Strong team player
- Confidence and eagerness to own and resolve issues by showing initiative and willingness to learn
- Customer focused with a drive to increase efficiencies through process improvement
- Confidence in communication with colleagues across the business
- Ability to challenge the ‘status quo’
- Confidence in providing feedback and sometimes challenging conversation
Customer Helpdesk Expert in Ripponden employer: JLA Limited
Join our dynamic Customer Helpdesk team, where we prioritise a supportive and collaborative work culture that fosters professional growth and development. With comprehensive training provided, you'll have the opportunity to enhance your technical skills while making a meaningful impact on customer satisfaction. Our vibrant environment encourages innovation and teamwork, making it an excellent place for those looking to thrive in a fast-paced setting.
