Back to search.Randstad - Fluent German/English Speaking Customer Service Representative
| Employment Type: | Permanent |
| Location: | Hertfordshire - South East, United Kingdom, SG6 4ET |
| Salary: | £19000 - £21000 per annum + Pension, life insurance |
| Languages: | German |
Responsibilities
Providing individualised customer service of a high-standard to a professional level, covering the Service Desk from 5am until 10pm, 365 days per year on a shift rota.
Answering inbound telephone calls and assisting customers with 1st line support requests, enquiries or general questions.
Handling customers directly either electronically or by telephone and responding to their enquiries in a prompt and professional manner.
Providing level one IT support to users following a scripted response.
Updating the service management system(s) with any modifications or changes and with the present status of incidents, change requests and problems.
Updating the configuration management database (CMDB).
Scheduling and allocating work to technicians in priority order to ensure that service level targets are achieved.
Monitoring the health of IT networks using tools and scripts, logging incidents & scheduling work and escalating as appropriate on the basis of alerts/events.
Providing regular feedback regarding the effectiveness and soundness of policies and procedures on the Service Desk.
Determining problems and/or issues with queries or complaints handling procedures and proposing solutions for enhancements.
Ability to work the following shift pattern, covering the service desk 365 days per year to include public and Bank Holidays (8X lieu days included in the annual leave entitlement regardless of whether a public/Bank Holidays is worked):-
2 early shifts of 5am until 1.45pm
2 late shifts of 1.15pm until 10pm
2 days off
Must be able to provide own transport to the office.
Ability to understand and grasp basic customer information.
Ability to handle a diverse range of people.
Ability to deal with difficult customer situations.
Ability to make effective use of resources.
Excellent communication, customer service and interpersonal skills.
Ability to work well under pressure.
IT literate with accurate typing and data entry skills.
Foreign languages advantageous, in particular German & Dutch.
Interest in helping customers.
Providing individualised customer service of a high-standard to a professional level, covering the Service Desk from 5am until 10pm, 365 days per year on a shift rota.
Answering inbound telephone calls and assisting customers with 1st line support requests, enquiries or general questions.
Handling customers directly either electronically or by telephone and responding to their enquiries in a prompt and professional manner.
Providing level one IT support to users following a scripted response.
Updating the service management system(s) with any modifications or changes and with the present status of incidents, change requests and problems.
Updating the configuration management database (CMDB).
Scheduling and allocating work to technicians in priority order to ensure that service level targets are achieved.
Monitoring the health of IT networks using tools and scripts, logging incidents & scheduling work and escalating as appropriate on the basis of alerts/events.
Providing regular feedback regarding the effectiveness and soundness of policies and procedures on the Service Desk.
Determining problems and/or issues with queries or complaints handling procedures and proposing solutions for enhancements.
Ability to work the following shift pattern, covering the service desk 365 days per year to include public and Bank Holidays (8X lieu days included in the annual leave entitlement regardless of whether a public/Bank Holidays is worked):-
2 early shifts of 5am until 1.45pm
2 late shifts of 1.15pm until 10pm
2 days off
Must be able to provide own transport to the office.
Ability to understand and grasp basic customer information.
Ability to handle a diverse range of people.
Ability to deal with difficult customer situations.
Ability to make effective use of resources.
Excellent communication, customer service and interpersonal skills.
Ability to work well under pressure.
IT literate with accurate typing and data entry skills.
Foreign languages advantageous, in particular German & Dutch.
Interest in helping customers.
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