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Customer Services Representative

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Shefield

£8.00 - £9.00 per hour

Permanent

SheFR

Kremena Petrova

020 8901 6627

The roles and responsibilities for a Customer Service Representative for the HOTC Helpdesk:
 Answering customer/contractor calls and directing to the relevant person
 Taking all client calls re: maintenance & cleaning services and logging them accurately on the helpdesk.
 Issuing all logged calls to the relevant MRT/Janitor
 Log sub-contractor call outs via V-Nexus
 Running regular clock ticking reports and ensuring all jobs are closed accurately
 Chase up outstanding jobs with relevant personnel
 Taking client calls and relaying the accurate information in response to an array of queries
 Logging weekly cleaning audits from the supervisor on V-Nexus and issuing additional work orders for any remedial issues
 Monitor and approve all room booking requests and provide assistance to clients who have room booking problems and queries
 Monitor daily room bookings for room alteration requests and issue these to the relevant MRT ahead of the meeting.
 Monitor the helpdesk inbox and ensure all client queries that come via email are responded to, resolved, or escalated as required.
 Monitor the provision of temporary access passes to SCC staff – chase up unreturned passes Via phone/email
 Assist the commercial team in routine stationary/equipment orders
 Opening daily post/packages and issuing to the relevant recipient
 Taking all car parking requests and monitoring visitor bay usage – relay accurate information re: visitor names/vehicle details to the security team
 Manage and routinely update all emergency contact/sub-contract contact details
 Meet and greet VFM visitors/sub-contractors/client reps courteously and provide refreshments
 Assist with deliveries to the building, provide assistance with regards to undelivered or incorrectly delivered items
 Provide administrative assistance to AFM and FM as well as other departments working from the HOTC office
In order to carry out the above tasks to an acceptable standard, the CSR must have a good degree of knowledge of the company and the contract to provide accurate information to the client.
The CSR must proactively use initiative when responding to client queries
The CSR must be helpful, informative and courteous to all customers in all situations – they must also possess excellent listening and communication skills.
The CSR must have a good understanding of IT equipment and must be competent when using IT packages such as Word and Excel

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Pay Rates

Please note: Rates are correct at time of posting and are an approximate indication only. Rates are subject to change

Pay Rates

Please note: Rates are correct at time of posting and are an approximate indication only. Rates are subject to change