Title:

Call Manager

Location:

Hampshire

Salary:

GBP 15,000 to GBP 19,000 per year (5% Bonus)

Description:

EU / UK GSC Call Manager HampshireMy client is currently looking for an EU / UK GSC Call Manager whose main job purpose will be to take, log & manageService Requests from customers ensuring customers SLA's are met & a high level of customer service is maintained bothinternally (UK and EU operation branches) & externally (End Customers). They are looking for a tenacious, honest,hardworking and reliable individual with ability to work in an international & multi-cultural environment. You will haveexcellent telephone manner, interpersonal, customer service and good problem solving skills. Knowledge of anotherEuropean language (Spanish, French, Dutch, German, Italian or Swedish) would be an advantage, but not essential.Your main Accountabilities will be as follows:Customer & Service Request Management:- Ensure the Call Managers Log customer Service requests via telephone, e-mail and portals to ensure an accurate record.- Manage the Service requests from logging through to completion, to ensure the SLA is met and the customer is satisfied.- Liaise with 3rd parties, in-country field and 1st/2nd level support engineers and other DD departments across UK &Europe to ensure an efficient and speedy resolution to customer requests.- Keep track of all outstanding faulty parts relating to their managed SRs and facilitate their speedy return to maximiseour service stock.- Complete related administrative tasks efficiently and on time to facilitate the smooth running of the department.- Ensure customer Change Requests to ensure conformance to documented procedures.- Ensure sufficient detail in call logs for technical escalation to the Support desk- Highlight errors/discrepancies in the customer data (Siebel + Documentation) to ensure accuracy of customer data- Handling all exceptions within scope and escalating where necessary those matters beyond the appropriate level ofauthorityQuality & Customer Satisfaction Management:- Run a consolidated pan UK/Europe Customer Satisfaction Survey- Ensure availability of latest versions of all required processes, procedures and documentations to GSC personnel- Show an in depth knowledge of the processes required in the GSC and provide process training to GSC personnel asrequiredYou will be rewarded with a basic salary of GBP 15K - GBP 19K + 5% Bonus.