Home Explore Junior Helpdesk Administrator, Industrial Cleaning Equipment (Southampton) Ltd, Peterborough, PE2 6UP

Junior Helpdesk Administrator, Industrial Cleaning Equipment (Southampton) Ltd, Peterborough, PE2 6UP



23rd September 2021
You will receive full training and will be joining our Helpdesk team who act as the first line of defence for answering customer queries via the phone, email and webchat and monitoring calls to maintain SLAs, checking parts availability and delivery times and maintaining the open lines of communication across the business to ensure the highest standard of service delivery is received by customers. Some of the core tasks that the Junior Helpdesk Administrator will learn and be responsible for includes: Handling incoming calls received via phone or electronically in a professional manner at all times. Ensuring customer contacts are handled and/or routed as per the current agreed process and within KPIs. Respond to customer enquiries effectively, providing accurate answers and solutions. Accurately log calls on the companys internal database whilst maintaining customer records, equipment and contact details. Work alongside the Key Account team as first point of contact for customers and build strong relationships with customers. Liaise with key contacts across the business to chase for updates on calls to ensure queries are dealt with efficiently. Raise and send estimates to customers for machinery repairs and parts orders. Arrange loan machines to be delivered on site to customers if a machine cannot be repaired. Deal with and resolve customer complaints/dissatisfaction and escalate to Customer Service Manager when appropriate. Produce and communicate reports to customers and stakeholders. Provide correct part details to the Parts Manager to be sourced by the supplier. Arrange machine collection and deliveries, ensuring all machines are at correct site locations and correspond with information on the internal database.

Closing Date

The closing date for this job offer is on 19/10/2021


This job is located in Peterborough, PE2 6UP

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