Customer service representative (CSR)
Location: S1 2SH
Duration: Initially 1 month with view to be extended for 3-6 months if get the right candidate.
Rate: £13.42 via umbrella
This job will suit a school leaver with good computer skills same as someone who is experience in data entry
Working for a large facilities management company as a customer representative.
he role of a Customer Service Representative (CSR) at Howden House primarily involves providing excellent customer service and administrative support for the HOTC Helpdesk. Here are the key responsibilities and qualifications for this position:
Call Handling: Answering customer and contractor calls and directing them to the appropriate person or department.
Service Request Logging: Accurately logging client calls related to maintenance and cleaning services on the helpdesk.
Assignment: Assigning logged service requests to the relevant Maintenance Response Team (MRT) or janitor.
Sub-contractor Management: Logging sub-contractor call-outs using V-Nexus.
Report Management: Running regular reports to track service requests and ensuring all jobs are closed accurately. Following up on outstanding tasks with the relevant personnel.
Monthly Reports: Compiling and running monthly reports on both Hard and Soft Facility Management (FM) services.
Client Communication: Taking client calls and providing accurate information in response to various queries.
Cleaning Audits: Logging weekly cleaning audits from the supervisor on V-Nexus and issuing additional work orders for remedial issues.
Room Bookings: Monitoring and approving all room booking requests, as well as assisting clients with room booking-related problems and queries.
Room Alterations: Monitoring daily room bookings for room alteration requests and forwarding them to the relevant MRT ahead of meetings.
Email Communication: Monitoring the helpdesk inbox and ensuring timely responses, resolutions, or escalations of client queries received via email.
Access Pass Management: Monitoring the provision of temporary access passes to SCC staff and following up on unreturned passes via phone/email.
Administrative Support: Assisting the commercial team with routine stationary and equipment orders, as well as opening and distributing daily post/packages.
Car Parking: Handling all car parking requests and monitoring visitor bay usage, including relaying accurate information about visitor names and vehicle details to the security team.
Contact Details: Managing and routinely updating emergency contact and sub-contractor contact details.
Visitor Services: Greeting visitors, sub-contractors, and client representatives courteously and providing refreshments when necessary.
Deliveries: Assisting with deliveries to the building and providing assistance with undelivered or incorrectly delivered items.
Team Collaboration: Participating in HOTC team meetings and briefings, as well as being part of the team for fire evacuation and building repopulation management.
Administrative Assistance: Providing administrative support to the AFM (Asset Facility Manager) and Project Lead, as well as other departments operating from the HOTC office.
Good knowledge of the company and the contract to provide accurate information to clients.
Proactive use of initiative when responding to client queries.
Exceptional customer service skills, including being helpful, informative, and courteous in all situations.
Excellent listening and communication skills.
Good IT aptitude, including proficiency in Microsoft Word and Excel.
Strong typing skills.
A good degree of adaptability and attention to detail.
In summary, the CSR plays a crucial role in ensuring effective customer service, administrative support, and communication within the organization. They need to be knowledgeable, proactive, and possess strong customer service and IT skills to excel in this role.
- Sector: Construction
- Contact: Eve Dyer
- Contact Email: Eve.Dyer@Anderselite.com
- Contact Phone: 0121 200 5520
- Expiry Date: 17 October 2023
- Job Ref: 404245EDR
Customer service representative (CSR)