Bristol - Customer Service Consultant

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Vacancy description Service Desk Analyst - Initially a 9-12 month contract with a view to be permanent The main focus of the role is delivering outstanding customer service to Capita customers who are contacting the Service Desk with incidents and enquiries.  You will be required to manage customer incidents end to end from the initial logging all the way through to the closure of the incident.  This will include, but is not limited to the following. General duties: • Handling calls and emails from customers in a professional manner • Accurately logging incidents and enquiries using the Capita fault logging system • Reporting & managing incidents with Capita’s third party suppliers • Assigning calls to the engineers working with the engineering team lead. • Following up responses from all the parties involved to ensure the customer’s Service Level Agreements are met • Regularly updating the customer with the progress being made towards resolution of their incident • Managing the call queue to ensure customers receive a response from an engineer within the required timescale. • Ensuring engineers regularly update their calls chasing those with outstanding updates. • Escalating incidents where appropriate to ensure that the required response level is delivered • Liaising with …

Bristol - Consulting - Customer Service - The Capita Group