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Thursday,
9 September 2010
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Vacancy Details
| Job Title: | | Telecoms Co-ordinator - Hertfordshire / City | | | Reference: | | J001639 | | | Salary: | | 22000 | | | Description: | | Our client is a well established telecommunications company who sells, installs and maintains voice, data, IP telephony, PABX, call centre solutions UK wide. There is now a requirement for an additional person to join their telecoms customer service team based initially in their Elstree office. It is essential that for this position the successful candidate has experience on a Help Desk, coordinating engineers, logging faults from customers, dealing with suppliers within a telecoms (networking / PBX) environment e. This experience would have been gained working for a telecoms PBX / VOIP resellor or a network providor. You will be well presented and have excellent communication skills. This is an excellent opportunity to join a major telecoms company in a mixed and varied role initially based out of their Elstree office in Hertfordshire (a short bus ride from Elstree and Borehamwood or Stanmore uunderground station) and then from September based out of the City of London (EC1 / EC2 area, the office is within walking distance of Old Street and Liverpool Street underground stations) when the company moves to new offices in the City. Benefits: Salary£18,000 - £22,000 (negotiable depending on experience).
Job Specification:
OVERVIEW
To co-ordinate responses to customer fault calls raised for voice & data equipment and services.
KEY RESPONSIBILITY AREAS
a. To pro-actively monitor the RMS system for new calls added to the system by other parties.
b. To promptly allocate all calls to a suitably qualified engineer on support duty.
c. To ensure that the status of all calls are promptly updated to reflect the true status of the call. Where contractual SLA's are threatened by lack of a status update to proactively seek the necessary update from the allocated engineer.
d. To re-allocate calls as may be necessary when a different engineer is needed.
e. To proactively escalate any call which will fail any of its SLA criteria.
f. To order parts when required and ensure return of faulty units to logistics for repair.
g. To handle telephone, email and fax queries from internal and external parties and manage as appropriate.
h. To produce customer SLA and incident reports as and when required.
i. To be a point of escalation and ownership for customer issues when intervention is needed.
j. To allocate calls to third parties and manage through to resolution.
k. To provide regular updates to clients for cases assigned to you
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2. SUCCESS MEASUREMENTS
a. Customer faults are responded to and cleared within the required time scales
b. ISO 9000 procedures are followed at all times
c. Work with and have strong working relationships with others involved in call handling
3. RELEVANT EXPERIENCE, KNOWLEDGE & TRAINING REQUIRED TO PERFORM THE ROLE
Essential
Knowledge of Helpdesk database systems
Good knowledge of Excel, Outlook and Word
Good telephone manner
Excellent written skills and report writing experience
Experience working in a similar role for a telecoms company / network provider.
| | | No of Positions: | | 1 | | | Consultant: | | Ed Bailey |
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