Client Helpdesk Coordinator

  • Job Reference: VR/02011
  • Date Posted: 2 December 2020
  • Recruiter: MP Resourcing Ltd
  • Website: http://www.mpresourcing.co.uk
  • Location: Didcot
  • Salary: £21,000 to £22,000
  • Sector: Administration, Call Centre / Customer Service
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

The role:

To provide exceptional and professional helpdesk and, when required, transition support to clients by effectively managing all queries and issues raised, ensuring appropriate communication at every stage and adherence to general and client-specific Service Level Agreements.

Responsibilities:

  • Review, categorise, prioritise and acknowledge client queries submitted via company Helpdesk Portal, by telephone or email
  • Request additional information from clients where necessary to ensure that their queries can be investigated and resolved in a timely and effective way
  • Answer how-to questions and provide support when clients need some general information on our products or service
  • Assign queries to relevant team to be investigated and resolved
  • Monitor issues to ensure that they are dealt with within the company or Client specific Service Level Agreements (SLAs). Contact colleagues in relevant departments where there is a risk that any issue/query may not be responded to within the SLAs
  • Identify the need and organize conference calls with relevant team members and clients where issues are either complex or would in any way benefit from talking the issue/request through
  • Provide other teams with training in Helpdesk tools and procedures as required
  • CRM Platform Maintenance which includes development, testing and release of the solution as required
  • Maintain thorough and accurate client information required for the Helpdesk Team to process and resolve customer requests
  • Identify recurring issues and/or queries which may be reduced by organizing training/information sessions with our clients
  • Escalate issues to the relevant Account Manager, Project Manager or Executive Team members where, deemed necessary
  • Maintain a positive, empathetic and professional attitude toward customers at all times
  • Produce regular internal and external reports where necessary
  • Assist in client transition support as required (Client UAT and Hypercare)
  • Organise and lead regular customer conference calls to ensure contact is maintained with all active customers
  • Carry out any other reasonable duties within the function of this job as approved by direct Manager or Executives
  • Perform these tasks in accordance with company policies and procedures, in a safe and efficient manner

Skills:

  • Excellent client communication skills
  • A genuine desire to help clients and provide an exception client experience
  • Strong empathy and ability to communicate sometimes complex details clearly and concisely
  • Self-motivated
  • Patient and able to be calm under pressure
  • A flexible approach to managing workload with a positive attitude
  • Relevant client support qualifications and Helpdesk solution experience desirable

Please note: Only candidates with the relevant skills and experience will be contacted regarding this position. If you do not hear back from us within 5 days you have unfortunately been unsuccessful in your application for this position, however we may contact you in the future to discuss other opportunities.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.