Descrição
For over 35 years, Peak Technologies has been at the forefront of providing end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes.
JOB SUMMARY & SCOPE
- Working within the Peak Technologies Service Desk to provide an exceptional Customer Service experience to all Peak Technologies customers. Ensure that our customers enjoy a positive experience and receive timely responses to queries and requests. To be the owner of the customer issue/incident until it has been successfully resolved, escalating to internal colleagues and teams as appropriate. To represent the Customer in highlighting any service failings or improvement suggestions to the business.
- Develop strategic partnerships with key members of the Leadership team to ensure business issues are effectively addressed
- Work in a synergetic manner with the Leadership team to drive overall business improvement initiatives
KEY ACCOUNTABILITIES
- To record and resolve customer issues and incidents.
- To own the service SLA as contracted to our customers, ensuring Peak Technologies delivers on its’ promises.
- To be proactive in the manner that tasks are approached and to be constantly looking for ways to add value to enhance the service we provide.
- Identify opportunities for training and development which would increase the capability of the Help Desk Team to better service the needs of Customers.
- To ensure incidents and requests are processed to agreed Service Level Agreements (SLAs).
- Continually improve our Service Desk processes and quality of service to customers.
- Continually improve our customer and supplier relationships.
- To provide support to other Customer facing teams within Peak Technologies.
- To perform other duties to support Customers and the Company as reasonably requested by Peak Technologies Management Team from time to time
EDUCATION + EXPERIENCE + KEY TRAITS
- Proven hands-on knowledge and understanding of the customer service process, preferably in a service/customer care environment.
- Enthusiastic personality with excellent interpersonal skills to form effective working relationships with people at all levels.
- Proactive, self-accountable, assertive and self-motivated with the ability to perform within tight time constraints, address root causes of issues, take the appropriate corrective actions and develop/improve administrative processes.
- Understanding of the key drivers to increase customer satisfaction - both in terms of quality and on time delivery.
- Ability to manage own time, organise workload and solve problems.
- Excellent team player with the ability to work independently under minimum supervision.
- Ability to manage areas of responsibility to complete tasks on time while interfacing with other departments to ensure success.
- Investigative skills associated with understanding symptoms and root causes of Customer problems.
- Computer literate and a good working knowledge of Microsoft Office.
- Excellent attention to detail.
- Excellent organisational and time management skills.
- Ability to embrace change.
- Flexible and able to readily accept appropriate responsibility.
TYPICAL PERFORMANCE TARGETS
- Ability to work to demanding delivery and pick-up deadlines and operate against Key Performance Indicators specific to the delivery and timely supply of service to our customers.
- Passionate about delivering an excellent customer experience
LANGUAGE SKILLS
- Primary language used in daily operations is English. Additional languages depending on role include Spanish, French, Italian, German and Dutch.
- Read and interpret documents, procedure manuals and various correspondence from both internal and external
- Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization
SUPERVISION
- No employee supervision is required.
DECISION MAKING + REASONING
- Ability to assess multiple customer incidents and evaluate their respective priorities to ensure things are worked on in the right order to deliver the best outcomes for all customers.
- Ability to evaluate incoming technical information to deduce likely causes of incidents and suggest actions to resolve as effectively as possible.
WORKING RELATIONSHIPS
- Interfacing across all Peak Technologies Teams (Service Delivery, Sales, Operations, Procurement, Finance, IT).
- Customers
- Suppliers/3rd Line Support providers
Peak Technologies, Inc. is an Equal Opportunity Employer who fully and actively supports equal access for all people regardless of Race, Color, Religion, Gender, Age, National Origin, Veteran Status, Disability, Genetic Information or Testing, Family and Medical Leave, Sexual Orientation and Gender Identity or Expression.