Customer Services Desk Agent

at  Global Switch

ABOUT YOU

You are a customer-focused professional with a passion for assisting others and efficiently resolving issues. Your exceptional communication skills and problem-solving abilities allow you to handle inquiries with ease and professionalism. Adaptable and thriving in a fast-paced environment, you consistently maintain a positive attitude under pressure. Your attention to detail and proactive approach make you a reliable and valued team member.

KEY REQUIREMENTS

• Previous experience in a customer service or helpdesk role.
• Service Desk experience in the data centre or similar industry.
• Excellent verbal and written communication skills.
• Strong problem-solving skills and the ability to think on your feet.
• Proficiency in using CRM software and Microsoft Office Suite.
• Ability to work independently and as part of a team.

ABOUT THE ROLE:

As a Customer Services Desk Agent, you will be the first point of contact for our valued customers, providing excellent service and resolving inquiries efficiently. Reporting directly to the local Customer Service Desk Manager, the Customer Service Desk Agent (CSDA) plays a crucial role in assisting customers with their support needs, service requests, escalations, and general inquiries efficiently and effectively. The CSDA is responsible for receiving, prioritising, and managing inbound customer queries across various communication channels, including telephone, service desk portal, chat, and email. Whenever possible, the CSDA aims to resolve cases and requests directly. When resolution is not possible, the CSDA ensures that cases and requests are promptly directed to and promptly handled by the most appropriate team.

KEY RESPONSIBILITIES

• Respond to customer inquiries via telephone, email, and live chat promptly and professionally.
• Respond swiftly and professionally to customer inquiries, ensuring clear and courteous communication for a positive customer experience.
• Promptly assign cases and requests to the appropriate teams and ensure active management until resolution.
• Proactively identify and escalate priority cases to the relevant teams or managers.
• Accurately record and classify all cases and requests.
• Manage cases and requests to meet agreed service level targets.
• Document all customer interactions and solutions provided in each case ticket.
• Provide timely updates to customers on the status and progress of their requests and cases, both reactively and proactively.
• Assist customers in navigating the Customer Portal, raising cases, and making requests.
• Act as a point of contact for customer escalations, ensuring they are promptly relayed to the relevant teams and managers.
• Provide general service and maintenance updates to customers proactively.
• Maintain high work standards, responding to tasks with urgency and ensuring consistent and organised execution.
• Process information with a high level of accuracy and quality.
• Be available for escalations and updates until a resolution is achieved.
• Support the clarification of any ambiguous customer cases or service requests.
• Adhere to company policies and procedures to ensure consistency and compliance.