Customer Contact Centre Agent - 1st Line Support

  • Location
    Manchester, Manchester
  • Salary
    £9.50/Hourly
  • Category
    Sales & Retail - Contact Centre
  • Job type
    Contractor
  • Industry
    Office and Secretarial
  • External Reference
    JN-072021-192081

Role: Customer Contact Centre Agent - 1st Line Support


Location: Manchester


Pay rate: £9.50


Duration: 6 months likely to extend


Working hours: Mon - Thur 9 - 17:00 and Friday 8.30 - 16:30


Tue/wed in office Mon/Thurs/Fri at home. 1-2 weeks in office for training 9-5.


Role Overview



  • Working in a customer contact centre

  • Receive telephone calls/emails from customers and carrying through to resolution (around 400 emails a day and 100 - 150 calls a day)

  • Dealing with returns and warranties

  • Team of 5


Skills/Experience



  • Salesforce

  • CRM tool Assist

  • Microsoft Office

  • Excel


Description:


The 1st Line Support Desk Engineer will provide support to all users of our Digital Enforcement Solution. Ensure the efficient running of all hardware, software and services as part of a team of Support Desk and Technical Engineers.


What are my responsibilities?



  • Provide telephone support, first line fault finding and investigations.

  • Ensuring the InView Fault Management system is used to record issues and provide updates to the affected client.

  • Generate and analyse system performance reports in order to proactively identify issues and

  • opportunities for system optimisation

  • Undertake appropriate training for equipment and systems as and when necessary, via formal and informal training, including on the job training.

  • Any other duties reasonably required within the skills required for the role.


What do I need to qualify for the job?



  • Good working knowledge of Microsoft Office applications.

  • Good working knowledge of Microsoft Operating Systems and basic networking principles would be advantageous.

  • Basic understanding of SQL would be advantageous.

  • High level of written and verbal communication skills.

  • A good, confident telephone manner and the ability to converse at a senior level.

  • Outlook - co-operative, helpful, willing to use initiative and conscientious.

  • Flexibility - willing to change, move from one activity or work area to another, learn new activities, pick up new jobs confidently and easily

  • Effectiveness - drive and energy applied to work, accuracy and reliability, ability to get things right first time and the ability to track and deal with multiple issues simultaneously, prioritising workload.

  • Teamwork - work towards the team's goals, work well with other people, communicate effectively within the team and contribute to a high standard of team morale.

  • Working as part of a team and working unsupervised.











Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


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To speak to a recruitment expert please contact Courtney Simonds