RESPONSIBILITIES
- Provide the single point of contact for the management and coordination of all support related communications.
- Answer internal and external calls effectively and efficiently; answering a minimum of 90% of calls within the Service Level target for response times.
- Record all calls received from the business and retailers in the incident logging system, with accuracy and timeliness being paramount.
- Provide a 'first time fix' where possi...
RESPONSIBILITIES
- Provide the single point of contact for the management and coordination of all support related communications.
- Answer internal and external calls effectively and efficiently; answering a minimum of 90% of calls within the Service Level target for response times.
- Record all calls received from the business and retailers in the incident logging system, with accuracy and timeliness being paramount.
- Provide a 'first time fix' where possible and strive to improve on this on an on-going basis.
- Resolve customer incidents within agreed Service Level Targets, communicating the status of the incident and if applicable transferring the incident to second or third line resolver groups.
- Assign the correct incident severity, conveying to the caller the agreed Service Level Agreement.
- Where incidents are owned by the Service Desk:
- Take ownership of the incident and see it through to resolution.
- Ensure the customer is kept up-to-date at all times.
- Administration and resolution of customer complaints, escalating as required.
- Creating and amending of knowledge base documents as required.
SKILLS AND EXPERIENCE
Mandatory
- Experience in a Service Desk or Call Centre role, with Personal Computer and technical support skills.
- Ability to competently support incident resolution both independently and as part of a team.
- Ability to learn and support new applications and systems.
- The ability to influence others (both internally and externally) is essential in order to support users in completing actions.
- Proven verbal and written customer handling skills to enable customer satisfaction.
- Ability to cope within a pressurised environment whilst meeting deadlines.
- Proven analytical skills.
- Self-motivated and a strong team player.
- Time and priority management skills to enable efficient customer service delivery.
- Proven experience of Microsoft Office.
Desirable
- ITIL foundation qualified.
- Service Desk / Customer Care certification.
- Previous experience in Financial Services, Automotive Finance or retail consumer finance (B2C).