Customer Service Agent

DIVISION/BUSINESS UNIT: Customer Services
BASE: Edinburgh/Newbridge
SALARY: Based on Experience
Job Purpose

We are looking for a customer services coordinator to join an existing team to assist in the support of our customers, answering service requests, tickets, emails and escalating more technical requirements.

As a minimum you may be called upon to undertake all or some of these activities as required

• To provide an effective Service Desk service to the organisation and their customers by taking calls directly from customers or by responding to their E mails
• To be responsible for ensuring accurate recording of incidents and customer requests in accordance with standard operational procedures and agreed performance criteria
• Triage and categorise incidents raised by our clients, internal teams and 3rd parties.
• Work within defined client SLA’s for response, escalations and resolution of service requests and incidents.
• Liaise with end-users where necessary to elicit all information required to triage & resolve the incident.
• Liaise with internal IT team where necessary to resolve incidents or identify accountability if the issue resides with internally hosted platform.
• Liaise with 3rd Party technology providers to report and progress ongoing issues

• Strong communication and interpersonal skills
• Positive telephone manner
• Capable of working in a fast-paced environment.
• Experience of IT industry would be an advantage
• GCSE or equivalent in English and Maths required