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Keywords / Skills : Customer Support

0 - 3 years
Posted: 2019-07-21

Industry
ITES/BPO
Function
Customer Service/Call Centre/BPO
Education
Bachelors
Degree
Posted On
21st Jul 2019
Job Ref code
126520
Job Description
Job Description :

The key job responsibilities include the following:
•Arrange all room booking requirements using relevant software.
•Recording all additional service requirements i.e. catering and audiovisual needs.
•To arrange all video conferences in using the relevant software.
•Work to SLAs and KPIs.
•Complete other email documentation as appropriate.
•Deliver an employee focussed approach by providing high quality first line advice and guidance on a wide range of Central Booking Desk written queries covering the whole range of Central Booking Desk services provided to Deloitte employees and partners.
•Resolve queries requiring clarification of policy and procedures relation to Central Booking Desk.
•Appropriately guide management and employees through the Central Booking Desk intranet and coach them through the process to allow them to answer their queries.
•Record details of incoming general queries tracking through to closure.
•Escalate more complex queries to the Team Leader or specific cases to the appropriate Service Desk team or Service Deliver Teams.
•Take responsibility for keeping up to date on Deloitte policy and process developments.
•Maintain own continuing professional development to ensure advice given is appropriate and of a high quality.
•Ensure compliance with appropriate Data Protection legislation at all times.
•Contribute to wider projects and initiatives in the Shared Services Organisation as required.
•Liaison with other Shared Services Organisation teams as appropriate
The key skills required
·The successful candidate will be able to demonstrate a professional, friendly and approachable manner coupled with the ability to communicate with staff at all levels, especially when under pressure.
·They should also be able to work using their own initiative, showing attention to detail and customer focus, with a good understanding of the client’s needs and priorities.
·Enthusiastic and eager to learn new technologies.
·Committed to working with their team to maintain a positive team spirit.
·Good communicator with a calm manner, and the ability to ask effective questions.
·Able to communicate in writing at all levels, displaying good email etiquette.
·Excellent customer service skills
·Must be a supportive team player who is reliable and respects others, with a desire and drive to meet and exceed team targets.
·Required to project a professional image of the Shared Services Organisation at all times, and show an interest in the external industry.
·Must demonstrate a methodical, analytical and clear approach to problems.
·Is able to act with urgency when necessary.
·Is open, receptive and adaptable to change.
·Demonstrates integrity and a can do attitude.
The Qualifications, Work Experience & Technical Prerequisites
·Previous experience in Hospitality or Events management required
·Experience of the core Microsoft Office packages is essential
Key Skill(s)

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