Client Helpdesk Coordinator

My Client is a well-established business that offers data management solutions for supply chain. A warm friendly open plan office with parking based on Milton Park. This is a brand-new position, where you will be working with a brand-new team managing each customer helpdesk query ensuring they are categorised, prioritised and sent to the relevant team. This new team will need to cover the hours of 7am to 6pm so between the team they may need to rotate shifts to work early or late shifts to cover the hours (to be negotiated within the team).

This role will involve the following activities:

• Timely response and reaction to new customer helpdesk requests
• Ability to triage and coordinate customer helpdesk requests
• Monitor outstanding helpdesk requests and their timely resolution by the wider resolution teams
• Generation of weekly and monthly helpdesk analysis reports
• Schedule and undertake regular customer helpdesk review calls and meetings
• Communicating helpdesk performance against agreed SLA targets
• Exposure to Tableau, Salesforce and company solutions

Skills and experience:

• Previous experience in a customer service/customer support role, possibly a retail background
• Excellent client facing skills
• Confidence in liaising with clients and internal teams to ensure SLAs are met
• Strong organisational skills
• Extremely comfortable in having regular communication with customers
• Calm under pressure
• Excellent telephone manner
• Strong Microsoft office skills including excel

Please note: Only candidates with the relevant skills and experience will be contacted regarding this position. If you do not hear back from us within 5 days you have unfortunately been unsuccessful in your application for this position, however we may contact you in the future to discuss other opportunities.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.