Global Support Centre (GSC) Coordinator x3

Indigo Telecom Group ,
Magor, Gwent
More Details
Job Type: Full-time
Salary: £17,500 per annum

Overview

Are you the new member of our Global Support Team? Job Title: Global Support Centre (GSC) Coordinator x3 Location: Magor, Newport Reports to: GSC Manager Hours: Mon-Fri, rotating shift pattern (06:00-14:30; 14:00-22:30; 22:00-06:30) or 4on4off shifts (2 x days, 2 x nights followed by 4 non-working days) Salary: £17,500 - £21,000 If you are looking for new challenges and want to join a company where a great working environment, teamwork and professionalism is paramount - then this may be the role for you. This is a customer service role based in Magor. Our Global Support Centre is at the heart of our organisation and our GSC Coordinators provide our customers with network monitoring, global engineering resources and associated technical services. We are currently looking for 2 new GSC Coordinators to join our experienced team The successful candidate(s) will be interacting regularly with our A-list customers’, our Global Engineering workforce, and our Global service partners and suppliers to provide customer services. The candidate(s) will be required to work very closely with the all other departments within Indigo and, as such, will need great inter-personal skills to develop good working relationships across the board. Main Responsibilities Respond to incoming customer service calls in a professional, responsible and consistent manner ensuring optimum communication with both customers and engineers. Ensure that all customer service calls are logged in respective company systems and all transactions are processed accurately. Provide solutions and coordinate actions through all stages of the ticket process from inception to satisfactory resolution including liaising with 3rd party suppliers and internal resources. Work dedicatedly to meet the SLA requirements of the customer. Maintain continuous contact with customers and engineers and communicate updates until each job is closed out. Involve additional technical assistance and/or escalate tickets if appropriate. Carry out any further ad-hoc tasks requested by the GSC Manager or GSC Team Leader during day and night shifts. Skills & Qualifications: Previous Help Desk experience an advantage. Analytical problem solver. Strong attention to detail. Excellent customer service skills. Excellent communication skills, both verbal and written English. Desire and motivation to learn and ability to advance skill level. Ability to multitask and prioritise workload and work well under pressure. Flexibility and ability to work on own initiative. PC literate, especially Microsoft Office. Benefits: Pension scheme 23days annual leave, increasing to 25 days following one years’ service - note, for all GSC shift workers (i.e. 4on4off shifts) the annual leave entitlement is 21 days per annum. LOS awards - 1 additional day annual leave following 10 years’ service with the company. This will increase by 1 day every 5-years, up to a maximum of 30 days Life assurance (4 annual salary) Health Cash Plan Employee suggestion scheme Employee forums Company events i.e. summer BBQ, Christmas party To apply for this Global Support Centre (GSC) Coordinator (Customer Service based) role, please submit your current CV and contact details online. NO AGENCIES

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