Customer Service Advisor - London
Your role
Working in our European Customer Services Centre, you’ll be the first point of contact for all our customers, answering questions, dealing with requests and keeping them happy. That includes managing incidents and escalating issues when required. You’ll be working a 24-hour shift pattern, dealing with customers by phone, email, or online and managing each contact until it’s resolved. That means making sure we respond in line with the customer’s SLA, keeping an eye on major alerts and ensuring we deal with them appropriately, and keeping customer records up to date. You’ll also help to continuously improve the way we do things, including training customers in using our customer portal.
What you’ll need
· Experience of working on an international, multilingual B2B helpdesk, ideally in IT or telecoms, with knowledge of relevant data centre and networking terms
· A background in ticket management in CRM systems
· Basic knowledge of ITIL methodology
· A focus on delivering results and a systematic approach to meeting customer expectations
· Engaging communication skills, including report writing in English - German, French or Spanish would be an advantage
· Flexibility to work Mon- Friday with 3 shift patterns within that. (Early 7.30 – 4.30 Mid -9 -6pm Late 10.30 – 7.30.)
· Ability to deal with pressure and adapt quickly to change
· A well-organised approach to work
