What they’re LOOKING for
To ensure that the business has a help desk function to fully satisfy customer needs. This will include ensuring that all contractual SLA’s are met and that there is a high level of customer satisfaction in problem solving, fault resolution and FAQ’s. This role will manage and be hands on with the help desk function ensuring the appropriate policies, procedures and operational standards are in place.
What’s on the TABLE
- To provide customer satisfaction to the agreed business levels
- To design and build the helpdesk function from scratch ensuring that policies, process and procedures are in place appropriate to scale of customer service function. This may start comparatively small but must have the ability to be scaled upwards as call levels increase
- To ensure that there is a telephone /monitoring system in place appropriate to support current levels and anticipated growth
- To ensure that the highest levels of customer courtesy, proactive response are being adhered to. That both verbal and written customer communications are of the highest standards
- To ensure that the appropriate CRM tool is being used and that there are mechanisms to track, develop and build on current procedures as scale increases
- To ensure that accurate records are kept of all customer communications
- To ensure that there is a mechanism/procedure and ethos in place to constantly improve the helpdesk function
- Develop a customer feedback/complaint facility
- To visit customers as may be necessary
- To maintain accurate statistics and provide such reports as may be required by management
- To set SLA’s using the contractual SLA’s as a minimum ensuring phone and email response times are adhered to and are being met
- To ensure that there is a clear escalation process with the parameters of what warrants escalation being clearly set
- To ensure that all contact to the helpdesk is tracked and recorded and responded to within given timeframes
- To ensure that there is accountability within the team for open tickets
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What YOU need
- Background in helpdesk/customer care essential, within a technology environment – must have experience of small fast growth business
- Demonstrable experience in managing small helpdesk functions from start up through early stage growth
- Previously worked within wireless technology and network build – could be ISP/WiFi/small telco business
- Commercial approach, appreciates the importance of customer retention and ROI
- Will have worked in a customer focused B2B environment with good understanding of customer requirements/market
- Must demonstrate a hands on approach – consistent deliver
- Help desk function provided to satisfy customer requirements
- To build and maintain a help desk function which is capable of growth in the future whilst being appropriate to scope and scale for today
- To provide such reports as may be necessary to inform the business
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