Customer Helpdesk Expert

Role overview

We are looking for a customer focused individual to join our Customer Help Desk. Working as part of a vibrant and energetic team, your role is to support the team to handle customer queries and be a point of escalation, take ownership of the situation and demonstrate empathy to provide a resolution to the customer’s satisfaction. Our team also provides technical support to the customer, for which training will be provided.

The expert provides technical support to the team. The expert will deputise for the Team Leader and will support with team reporting, quality monitoring, feedback and coaching. We are looking for a professional and enthusiastic individual with very strong experience in customer service. The ability to work in a fast-paced environment and desire to deliver a great customer experience is essential.

• Manage the handling of Customer Queries escalations in a polite and professional manner
• Deputising for Team Leader
• Providing technical support to team and customers
• Liaising with internal departments to resolve customer queries
• Supporting the team to achieve customer and business KPIs
• Customer Help Desk reporting and analysis
• Identifying opportunities for demand reduction and process improvement.
• Customer contact quality monitoring and feedback
• Coaching of advisors with technical and ‘soft’ skills
• Lead team buzz sessions

Essential (attributes required for candidate to be considered)

Desirable (attributes can be trained or developed)

Knowledge and Skills (what you know and what you can do)

• Ability to provide outstanding levels of customer service
• Skilled in creating a network of internal contacts to support the resolution of customer queries
• Good organisational skills
• Good knowledge of the English language, both written and verbal
• Analytical skills
• Good level of computer literacy including Microsoft
• Proficiency of using Office and Smartphone Apps
• Excellent writing skills with the ability to use clear, concise language specific for the purpose and audience

• Demonstrated ability to provide outstanding customer service
• Experience of working in a busy team; driven to achieve personal, team, and business goals
• Demonstrated evidence of applying ‘soft-skills’ such as empathy to resolving customer queries
• Demonstrated experience of taking ownership of customer queries
• Previous experience of working in a customer helpdesk capacity

(the way you think and act)

• Aptitude for quickly building rapport with our customers by showing patience, empathy and understanding
• Strong team player
• Confidence and eagerness to own and resolve issues by showing initiative and willingness to learn
• Customer focused with a drive to increase efficiencies through process improvement
• Confidence in communication with colleagues across the business
• Ability to challenge the ‘status quo’
• Confidence in providing feedback and sometimes challenging conversation