At a Glance
- Tasks: Be the first point of contact for customer queries and support.
- Company: Join VIRTUS, a company committed to equality and diversity.
- Benefits: Gain valuable experience in customer service with flexible shift patterns.
- Other info: Work in a dynamic environment with opportunities for growth.
- Why this job: Make a real difference by helping customers and enhancing their experience.
- Qualifications: GCSE English and Maths; customer service experience preferred.
The predicted salary is between 24000 - 28000 € per year.
Working as part of the VIRTUS Service Management Centre (SMC), we are seeking someone with good Customer Service and Administration skills to undertake the role of Customer Service Desk Analyst. You will be the first point of contact for all customer phone calls, email queries and service requests. You will also play a key role in issuing customer communications to support the VIRTUS Incident and Change Management processes. This is a shift position working 12‑hour shifts between 7am‑7pm and 7pm‑7am on a rota basis to include weekends and bank holidays.
Duties and Responsibilities
- Answering internal and external phone calls
- Responding to customer emails and Service Requests
- Tracking, and routing requests, orders and incidents to the correct resource escalating where appropriate.
- Issuing customer communications in support of the VIRTUS Incident and Change Management processes
- Monitoring ticket queues and ensuring all requests are dealt with professionally and effectively.
- Maintaining a database of customer information
- Producing customer‑facing service reports
- Any other reasonable requests made by your line manager.
Qualifications
- GCSE English and Maths
Person Specification
Essentials
- Competent in the use of Microsoft office applications
- Excellent communication skills verbal and written
- Customer focused with previous experience in a customer service role
- Ability to work towards tight SLAs
- Ability to work independently
Desirable
- Previous experience with ticket management system (preferably ServiceNow)
- Working in a time critical environment
Working Hours
12‑hour shifts between 7am‑7pm and 7pm‑7am on a rota basis to include weekends and bank holidays.
Vetting Policy
In line with VIRTUS’ Vetting Policy, the successful applicant must be willing to undergo a BS7858 screening process.
Equal Opportunity
VIRTUS is an equal opportunity employer. As part of our commitment to fight for equality, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.
Customer Service Desk Analyst employer: VIRTUS Data Centres
VIRTUS is an exceptional employer that prioritises a supportive and inclusive work culture, making it an ideal place for those seeking to grow in the customer service field. With comprehensive training and development opportunities, employees are encouraged to enhance their skills while working in a dynamic environment that values teamwork and communication. The shift-based role offers flexibility, allowing for a balanced work-life experience, all within a company committed to equality and diversity.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Desk Analyst
✨Tip Number 1
Make sure you know the company inside out! Research VIRTUS and understand their values, services, and culture. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for customers, it's crucial to sound confident and clear. Try role-playing common customer service scenarios with a friend or family member to get comfortable.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you've successfully handled customer issues. This will demonstrate your ability to work under pressure and meet tight SLAs.
✨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 that you're proactive and keen on joining the VIRTUS team.
We think you need these skills to ace Customer Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your customer service and administration skills. We want to see how your experience aligns with the role of a Customer Service Desk Analyst, so don’t be shy about showcasing relevant achievements!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about customer service and how you can contribute to our team. Keep it friendly and professional, just like we are at StudySmarter.
Show Off Your Communication Skills:Since this role involves a lot of communication, make sure your written application reflects your excellent verbal and written skills. Clear, concise language will help us see that you’re the right fit for the job!
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’s super easy!
How to prepare for a job interview at VIRTUS Data Centres
✨Know Your Customer Service Basics
Brush up on your customer service skills before the interview. Be ready to discuss your previous experiences and how you handled challenging situations. Think of specific examples that showcase your ability to communicate effectively and resolve issues.
✨Familiarise Yourself with the Role
Read through the job description thoroughly and understand the key responsibilities. Be prepared to explain how your skills align with the duties, especially around handling phone calls, emails, and service requests. This shows you’re genuinely interested in the position.
✨Practice Common Interview Questions
Anticipate questions related to customer service scenarios, such as how you would handle an irate customer or prioritise multiple requests. Practising these responses will help you feel more confident and articulate during the interview.
✨Show Your Flexibility
Since this role involves 12-hour shifts, be ready to discuss your availability and willingness to work weekends and bank holidays. Highlight any previous experience in shift work or time-critical environments to demonstrate your adaptability.
