Job Details
**Location: Burton**
**Job Type: Full-Time**
**Employment Type: Permanent** Spectrum is seeking a confident and enthusiastic Customer Service Assistant to be the initial point of contact for all customer service queries. Manage faults and queries for customers from initial contact until resolution.
**Responsibilities:**
* Taking calls on the Customer service desk from customers and logging their issues or query in the CRM.
* Ensure customer queries are being dealt with in-house or by suppliers in a timely and efficient manner and the customer is always well informed and updated on progress
* Actioning the Customer Service Task List within customer service level agreements.
* Providing a first-time fix for a customer issue or query where possible. This may include, but is not limited to:
Ordering equipment and performing service or network updates
Assisting with mobile queries such as locking/unlocking devices
Initial diagnosis and logging of faults across all product types
* Reporting issues to internal Technical Services or external suppliers were appropriate. The circumstances for this include but are not limited to:
Further diagnosis required for any product type
Monitoring required by Technical Services
The requirement for BT Openreach engineering
**Working Hours:**
Monday to Friday between 9.00 am 5.30 pm
Including being part of the out of hours On-Call rota which operates for our customers benefit at times when the office is closed. The current shift pattern commences from 5.30 pm on a Monday and finishes at 8 am the following Monday. The current pattern is 1 week in every 6 and is subject to resource availability and business requirement.
**Qualifications, Skills and Experience:**
* Experience in problem-solving and supporting clients on an IT/Telecoms service desk an advantage but not a necessity.
* Experience in following policies and procedures within a Customer service environment
* Good general understanding of IT systems, networking and telecommunications
* Good oral and written communications skills
* PC literate with good knowledge of Word and Excel
* Ability to remain calm under pressure
* CRB/Enhanced Security Checks may be required for some client contact
**Expectations:**
* Seeks ways of perfecting things, raising standards reducing errors and omissions.
* Encourages a high level of performance in self and others.
* Develops trust in people, naturally able to smooth relationships and advise and assist others.
* Exemplary timekeeping and absence records.
**Spectrum Telecoms are looking to attract the best calibre of candidates in the market place, so in return for your skills and experience we offer the following:**
* Fabulous working environment
* 25 days holiday plus bank holidays
* Supportive employee-driven culture
* Genuine career development
For more information email your CV to ...@spectrum-coms.co.uk quoting the job title or contact 0844 ### ####.