Customer Service Coordinator

ISG technology is a leading UK based IT services specialist with 30 years of experience. ISG technology operates from five Service Delivery Centres throughout the UK and a European Support Centre in Sofia, Bulgaria, where they offer services in Central and Eastern Europe. With five offices in the UK and one in Sofia, we offer our employees the ability to work for an international company with some of the largest, most well-known companies in the world.
What we offer:
• A great work environment
• Work with a leading UK IT service provider
• Fantastic leadership
• Training opportunities
• Promotion prospects
• Private medical care
• Food and Flexi vouchers
• Friendly and supportive team
• Excellent facilities and remote work option
Main focus of the role:
As a member of the Customer Service team, you will provide email and telephone support, acting as the first point of contact for a variety of our customers. You will work in a team that monitors and responds to incoming requests, to ensure swift and correct progression through each step of the customer service call flow. We’ll teach you the how to handle queries, track progress and oversee the delivery of all customer support requirements and ensure the customer is kept informed through the resolution process.
The Customer Service Centre provides a wide range of technical and non-technical IT and logistical support to some of the UK’s leading retailers, financial institutions and world known organisations.
Providing a quick, helpful customer service contact is key to our overall service delivery success and customer satisfaction excellence. The Customer Service roles have the ability to influence our relationship with the customers depending on how we action the day to day specific requirements and respond to any enquiries or escalations as they arise.
Role responsibilities:
• To ensure all calls are logged accurately, providing feedback to customers and end users.
• To monitor all designated incidents through to completion ensuring all activities give the best possible opportunities of achieving contractual commitments.
• To ensure all relevant, contracted and essential updates are communicated to the customer via the agreed method.
• To obtain Purchase Orders from Customers where applicable.
• To liaise with the business units to resolve contract queries if these cannot be resolved within the standard call flow.
• To manage any specific customer requirements.
• To ensure all escalations raised are resolved and the customer updated in a timely manner and at regular intervals until the escalation is resolved.
• To ensure the accurate population of all required data prior to call closure, as per procedures.
• To carry out any ‘ad hoc’ assignments as and when required.
• To providing back-fill cover to other Functions, where training has been given, as required.
Job requirements:
• Verbal and written advanced English language skills are absolutely essential (our customers are all based in the UK)
• Customer Focused
• Positive, self-motivated, enthusiastic
• Team Player
• Proven experience or desire to work in a customer service centre
• Good PC Skills including Microsoft Word, Excel, Outlook and Internet.
• Ability to effectively handle multiple tasks in a fast paced environment.
• Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues.
• Organised, able to manage time effectively and prioritise tasks.
• Flexible and adaptable to meet changing business demands and working environments.
• Ability to listen to the customers and deal with any query or escalation effectively
How to get in touch:
If you are interested in this exciting opportunity, please send us your CV in English.
ISG is a registered personal data administrator to the Data Protection Commission. By applying for this job, you voluntary agree to share information, some of which could be classified as personal. Any personal data that you provide will be used for the purposes of the recruitment process in respect to potential employment opportunities only. It will be stored, processed and retrieved in accordance with the GDPR and will be deleted after 12 months from the date of submission. If you have any queries in regards with your personal data, please contact our Data Protection Officer Frazer Grudgings.
We will only contact the successful applicants.