Helpdesk Operators – Glasgow – PDA – Glasgow


Job Purpose

To answer inbound calls and make outbound calls in a professional manner whilst logging and passing out efficiently all customer related faults and enquires. Monitor and manage new calls with a high focus on response times whilst following the call scripts provided capturing all relevant data to comply with Call Quality Monitoring guidelines. Ensure that all relevant administration related to the completion of your role are completed in full and in a timely manner whilst ensuring a swift and efficient service is delivered in line with the agreed service levels.

Key Accountabilities

  • Log jobs and incidents for a major supermarket chain
  • To ensure compliance with the call script
  • To ensure all relevant data is obtained on each call
  • To ensure the accurate input of data
  • To take ownership of customer problems to conclusion
  • To liaise with Engineers in order to prioritise calls enabling swift response times
  • To manage after call activities to effectively manage workload and service levels
  • The Person

  • Have an excellent telephone manner.
  • Great customer service skills.
  • Excellent PC Skills – Competent user of Microsoft Word and Excel
  • Possess excellent communications skills (written and verbal).
  • Be self-motivated and a fast learner.
  • Flexible and reliable.
  • Must have minimum 2 years’ experience working in a call centre
  • Candidates must be able to work the rotating shift pattern of 7am-3pm, 8am-4pm and 9am-5pm.

    The Benefits

  • Competitive rates of pay.
  • Free on-site parking.
  • Subsidised colleague restaurant.
  • Full training and on-going coaching provided.
  • 10% ASDA Discount Card (once you have passed your probation period)
  • Read more…

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