Customer Service Agent
Location: High Wycombe
Rate: £10 to £12 per hour (depending on experience)
Duration: 3 monthly rolling contract
The statements below reflect the general details considered necessary to describe the major responsibilities of the Incident Management Agent – Advanced and are not considered to be construed as a detailed description of all the work requirements that may be inherent in the job.
DESCRIPTION:
The primary function of the Incident Management team is to ensure a consistent quality of service for the installation, maintenance and break fix incidents by way of incident ownership, monitoring, tracking and communication resulting in the adherence to customer Service Level Agreements and the delivery of exemplary levels of customer satisfaction.
The objective of Incident Management is to restore normal operations as quickly as possible with the least possible impact on either the business or the user
The Exception Manager will control incidents utilising various tools ensuring our engineering workforce provide the highest possible level of service to our customers as well as ensuring exceptional levels of communication with the customer and all internal stake holders.
The Exceptions Manager champions the Incident Management process including the utilisation of all associated tools and disciplines.
KEY RESPONSIBILITIES:
General:
*To own the SLA for all accounts assigned to them, proactively manage incidents and seek to resolve potential problems for particular calls, following predefined procedures.
*Have as strong awareness of contractual requirements and apply these to the work undertaken ensuring that the company’s SLA attainment is maximised.
*Applying ITIL best practices to work undertaken.
*To provide support to any other area of the Customer Support Centre as and when required.
*To execute internal escalation procedures whilst taking full ownership of the problem through to resolution. This includes applying the appropriate updates to internal and external systems throughout the lifecycle of the incident.
*To monitor and manage response times within Service Level Agreements (SLA) to ensure that contractual agreements are met.
*To provide support to any other area of the Customer Support Centre as and when required.
Exceptions Management:
*To own and resolve (real time) all exceptions as identified via the DSE exceptions panel by way of consistent focus and monitoring.
*Escalate all known non conformances to the relevant Regional Manager and CSC Team Lead.
*Update internal incident records to reflect any circumstances or events that may impede our ability to meet SLA.
Jeopardy Management:
*To own and resolve any issues resulting in any DSE workbench activity being unplanned.
*To proactively execute the internal escalations procedure in the event of a potential breach/complete failure of SLA.
*Utilising the DSE jeopardy board proactively manage any potential breaches by way of engaging with all relevant stakeholders to the process.
*Ensure that updates are applied throughout the lifecycle of the incident therefore creating an audit trail of events.
*Apply any Management Activity mitigation updates in order to assist the SDM’s with SLA reporting.
Field Support & Utilisation:
*To promote the use of Message Manager as the primary means of communication between both field and call centre resources.
*Act as a point of escalation for the field engineers in the event of any issues which impede the progression of any planned activities.
*Record all unplanned absence via the Absence Planner database ensuring that it is reflective within DSE Resource View.
*To eradicate any scheduling white space by way of proactively re-evaluating any fixed or planned activities.
*To adhere to and demonstrate controls and disciplines applied in order to maximise utilisation of field resources.
*To manage rejected activities in line with internal procedures real time.
SKILLS:
Essential
*Excellent PC Skills – including Microsoft Word, Excel, Outlook and Internet.
*Excellent verbal and written communication skills and ability to convey information clearly and effectively.
*Ability to effectively handle multiple tasks in a fast paced environment.
*Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues.
*Ability to resolve issues of conflict in a tactful and professional manner.
*Positive, self-motivated, enthusiastic and proactive.
*Organised, able to manage time effectively and prioritise tasks.
*Flexible and adaptable to meet changing business demands and working environments.
*Knowledge of standard IT related products. (PC’s, Laptops, Printers).
CIRCUMSTANCES:
*Prepared to work 37.5 hours per week
*Some flexibility may be required in order to accommodate business requirements
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