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Call Centre/Trouble Ticket Handler/Customer Service

Eingestellt von First Point Group

Gesuchte Skills: Support, Lift

Projektbeschreibung

Call Centre/Trouble Ticket Handler

RESPONSIBILITIES:

- Review and monitor Ticket allocations through to resolution, ensuring that any escalation processes are followed. Assist resolving Engineers by the provision of additional requirements to allow work execution, including Climbing permission, Access, VRE Lift, Cherry Picker hire etc. in line with local and site specific procedures.
- Manage the dispatch of all field resource, prioritising work in accordance with SLAs and procedures in order to meet or exceed KPIs
- First point of contact for all fault related issues, to ensure prompt escalation to the Dispatch Team Leader or Manager.
- Monitor all work queues, assigning tickets within Dispatch SLA's, ensuring the Field resource is fully optimised.

BEHAVIOURAL COMPETENCIES

Professionalism

- Customer - The customer comes first. Drive the companies success by understanding what the customer needs.
- Execution - Adopt a right first time approach to working practices.
- Accountability - Take responsibility for actions.

Respect

- Empowerment - Understand personal empowerment in order to undertake the duties of the role. Assist other engineers/departments in the execution of their work.
- Diversity - Encourage different approaches to situations. Adapt approach to ensure best level of support.
- Environment - Maintain a clean and tidy working environment at all times. Escalate all unsafe working practices/incidents.
- Communication - Communicate courteously and professionally with colleagues, customers and members of the public. Be aware of how others may interpret language used in communications (including updates on customer systems).

Perseverance

- Passion to win - Achieve SLA targets, strive for high achievement.
- Courage - Have confidence to challenge existing process or procedure and suggest new ways of working.
- Change agent - Facilitate and implement change in own environment and across other functions and teams where appropriate.

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

  • Kategorie:

    Webentwicklung, Sonstiges

  • Skills:

    support, lift

First Point Group