Role Overview: We are delighted to announce an opportunity for a B2C Service Desk Representative within our Service Delivery Department. This is a full-time, permanent position based in our Support Office. As a B2C Service Desk Representative, you will be responsible for responding to customer queries through a case management system and via telephone, handling customer complaints, managing order exceptions, and ensuring all cases are resolved in line with agreed Service Level Agreements (SLAs). You will work closely with the Service Delivery Team, completing daily tasks assigned by the Team Lead and Manager while delivering exceptional customer experience for all business entities. The ideal candidate will be highly organised, customer-focused, and detail-oriented, with a commitment to delivering high-quality service. They will thrive in a fast-paced environment, work effectively both independently and as part of a team, manage tight deadlines, and take ownership of customer issues through to resolution. The successful candidate will be proactive and adaptable, contributing to business initiatives and continuous improvement activities that enhance service delivery and the overall customer experience. All customer interactions are monitored as part of an ongoing call quality programme. Key Responsibilities: Respond to customer enquiries through a case management systems and telephone support. Handle customer complaints professionally and escalate issues when required. Manage B2C order exceptions across all business entities. Ensure all cases are handled within agreed SLA timeframes. Complete daily operational tasks assigned by the Team Lead and Manager. Deliver excellent customer service and maintain high-quality customer interactions. Investigate and resolve customer issues promptly and effectively. Support continuous improvement of service delivery processes. Support and participate in departmental and cross-functional business initiatives as required. Candidate Profile Knowledge of B2C sales order management and fulfilment processes. Excellent relationship-building and customer service skills. Experience with Microsoft Dynamics AX is desirable. Strong Microsoft Office skills. Exceptional organisational and time-management abilities. Strong problem-solving skills with a focus on prompt resolution. Goal-oriented, self-motivated, and proactive. Proactive and adaptable, with a willingness to contribute to business initiatives and continuous improvement activities. Ability to work effectively in a fast-paced team environment. Excellent verbal and written communication skills. *** PLEASE NOTE THIS IS A FULLY OFFICE BASED ROLE *** Skills: Customer Service service desk Benefits: Free onsite parking company pension Paid Holidays EAP
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