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For Companies At a Glance
- Tasks: Assist customers and contractors, resolving issues and ensuring a smooth experience.
- Company: Join a leading company in Maintenance and Facilities Management, dedicated to customer satisfaction.
- Benefits: Enjoy a comprehensive benefits package, including pension, healthcare, and flexible shifts.
- Why this job: Be part of a supportive team that values personal development and recognises hard work.
- Qualifications: 2 years of customer service experience and 5 GCSEs at grade C or above required.
- Other info: Work on a 4 days on, 4 days off rota, with night shifts included.
The predicted salary is between 28800 - 43200 £ per year.
An excellent opportunity has arisen for a Contact Centre Advisor to join a leading company within the Maintenance and Facilities Management environment. The successful candidate will be at the start of the customer’s journey, using their excellent customer service skills to identify the customers’ requirements at their initial point of contact. Our advisors are pivotal in making it the best and easiest customer experience, exhibiting the company values at all times.
About the Role
As an advisor, you will work in an engaging environment supported by leaders who prioritize your personal development, helping you become the best version of yourself. They work hard; in return, we strive to acknowledge and recognize team members for going above and beyond in their daily duties.
Key Responsibilities
- Support Maintenance Contractors and Customers using proprietary software systems.
- Deal with customer calls, managing expectations, resolving issues, and ensuring first-time resolution.
- Manage workflow and administrative tasks in line with client SLAs.
- Maintain accurate records in the software system for reporting and accounting.
- Communicate proactively both internally and externally to ensure service excellence.
- Take ownership of all enquiries, using effective questioning and listening skills to identify and resolve customer needs.
- Provide accurate information and guidance, liaising with relevant departments to ensure a seamless customer journey.
- Promote and act as an ambassador for the services represented by our clients.
- Utilize computer systems effectively, maintaining records in compliance with data protection legislation.
- Develop and maintain strong working relationships with colleagues to foster a 'one team' approach.
- Contribute insights and ideas to improve customer experience.
- Proactively work towards contact centre targets and standards, always keeping the customer in mind.
- Understand team objectives and priorities clearly.
Qualifications and Skills
- Knowledge of office applications including Word and Excel.
- Strong verbal and written communication skills in a professional environment.
- Minimum of 2 years experience in a customer service role.
- Ability to read and understand technical documentation.
- Customer-focused approach in all activities.
- Commitment to learning and succeeding in a service environment.
- Excellent problem-solving skills.
- 5 GCSE passes at grade C or above, including English and Maths, or equivalent.
- Exceptional attention to detail.
Additional Information
Due to high response volume, only shortlisted candidates will be contacted. If you do not hear within 10 days, please consider your application unsuccessful. We encourage interested candidates who meet the criteria to apply.
Shift Pattern
4 days on, 4 days off rota, 8:30 PM – 7:30 AM. The role requires working on a 24/7 helpdesk, including bank holidays. The position offers a comprehensive benefits package, including pension, healthcare, and death in service following successful probation.
Night Shift Helpdesk Agent employer: Ostara Systems Limited
Contact Detail:
Ostara Systems Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Night Shift Helpdesk Agent
✨Tip Number 1
Familiarise yourself with the specific software systems mentioned in the job description. If you have experience with similar tools, be ready to discuss how you used them to enhance customer service.
✨Tip Number 2
Highlight your problem-solving skills during any conversations or interviews. Prepare examples of how you've resolved customer issues effectively in previous roles, as this will demonstrate your capability to handle the responsibilities of the position.
✨Tip Number 3
Show your commitment to customer service by researching the company’s values and mission. Be prepared to explain how your personal values align with theirs, which can set you apart from other candidates.
✨Tip Number 4
Since the role involves working night shifts, consider discussing your flexibility and ability to adapt to different working hours. This shows that you're not only interested in the job but also understand the demands of the position.
We think you need these skills to ace Night Shift Helpdesk Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, particularly any roles where you've dealt with technical documentation or used office applications like Word and Excel. Emphasise your problem-solving skills and attention to detail.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've provided excellent customer service in the past and how you can contribute to improving customer experience.
Highlight Relevant Skills: Clearly outline your strong verbal and written communication skills, as well as your ability to manage customer expectations and resolve issues. Use bullet points to make these skills stand out.
Follow Up: After submitting your application, consider sending a polite follow-up email if you haven't heard back within a week. This shows your continued interest in the position and can help keep your application top of mind.
How to prepare for a job interview at Ostara Systems Limited
✨Showcase Your Customer Service Skills
Since the role is all about providing excellent customer service, be prepared to share specific examples from your past experiences. Highlight situations where you successfully resolved issues or went above and beyond for a customer.
✨Familiarise Yourself with the Company Values
Research the company’s values and mission statement. During the interview, demonstrate how your personal values align with theirs, and provide examples of how you've embodied similar values in your previous roles.
✨Prepare for Technical Questions
Given that the role involves using proprietary software systems, brush up on your technical skills. Be ready to discuss your experience with office applications like Word and Excel, and any relevant software you've used in past customer service roles.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of the interview. This shows your interest in the role and helps you understand the company better. Consider asking about team dynamics, training opportunities, or how success is measured in the position.
