Customer Service Agent - Fujitsu - Temp to Perm
Bracknell - Day shifts - 40 hours per week - £7.50 - £8.45 per hour
customer advisor - customer service - customer support - trouble shooting - helpline - help desk - support team - product support - customer care - customer service representative - customer service agent - inbound customer service representative - 1st line support - 1st line service
Fujitsu's Service Desk supports around 250,000 Ministry of Defence users globally 24 x 7, for fault reporting and providing end-to-end operational service. We are looking for reliable and enthusiastic customer service agents to join our expanding team and kick start their career in IT.
Full training provided by Fujitsu. Candidates should have excellent communication and customer service skills
The roles primary focus is to triage incidents from the Call Centre Service Desk by either accepting them or sending them to the second line Resolver groups or rejecting them back to the Call Centre Service Desk. Additional tasks include:
- Call Centre Service Desk support telephone queries - chase updates from Resolver groups regarding incidents assigned to them
- Key Performance Indicator monitoring - inform the Resolver groups of imminent breaches
- Pass Back Rejection recording and trending
- Incident reconciliation
- Resolved more than 7 days
- Last updated
- Case exchange discrepancies
- Service Requests
- Highlight incidents that are bouncing
Responsible for accurately and timely processing of queue management tasks
Able to work in a team or on their own with no or very little supervision
Be able to efficiently use the IT and Toolsets provided
Be able to transfer Change and Problem Management data from one tool set to another
Ability to work at short notice (within reason) when required
Skills - Mandatory:
Excellent Customer Service Skills
Good Analytical and diagnostics skills
A commitment to the customer and a willingness to learn
Good interpersonal skills
High Personal Standards
Commitment to continuous learning and personal development
High level of technical knowledge of MS products,
Windows XP skills
Microsoft Office 2000 Applications.
Skills - Useful:
Able to use Office applications ie, WORD, EXCEL etc Analytical ability.
Skills - on the Job:
Excellent interpersonal skills and ability to work on own initiative. Focus on delivering outstanding customer service.
What we offer
The reward for the right candidate is an excellent opportunity to join a leading global IT organisation offering excellent long term career prospects. Initially, the role will be a 6 month temporary contract. Successful candidates are then offered a permanent role with Fujitsu enabling them to pursue their career down multiple career paths including into managerial and technical roles.
Normal working hours are on an 8 hour shift basis working anytime between 7am and 7pm Monday to Friday
You will begin on a pay rate of £7.50 which will go up to £8.45 once you have submitted your SC clearance and that Group Security have validated this
Project People is acting as an Employment Agency in relation to this vacancy.