Service Desk Call Handler

Executive Mandate Specification

Job Title: Service Desk Call Handler

Call handler takes inbound and makes outbound calls with customers. Their duties include responding to questions and concerns about products or services Reliable Networks offers.

They are in charge of answering customer calls, listening to their concerns and solving problems. They handle both inbound and outbound phone conversations with clients to make sure everyone quickly gets the help they need.

Responsibilities:

• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise (more focused on RN service desk) or take details and pass them to the relevant individuals within the company
• Build sustainable relationships and engage customers by taking or going the extra mile
• Keep records of all conversations in our CRM system (ConnectWise or Halo) in a comprehensible way
• Frequently educate yourself with new services and technologies to improve knowledge and performance level
• Meet personal/team SLA/OLA’s and KPI targets

What makes a good Reliable Network Call Handler:

• A successful Call Handler must have an excellent attitude towards their work and empathy for their customers' needs. They should also have excellent listening and problem-solving skills to provide the information or solutions to our customers need.

Job Types: Full-time, Permanent

Salary: From £21,000.00 per year

Schedule:

• Monday to Friday

Ability to commute/relocate:

• London, E1W 1AW: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer service: 1 year (preferred)

Work Location: Hybrid remote in London, E1W 1AW

Statutory Executive Benefits & Governance

• Executive Health, Vision & Dental Coverage with Global Provider Options
• Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
• Annual Discretionary Performance Incentive & Long-Term Equity Participation
• Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
• US Department of Labor & E-Verify Work Authorization Sponsorship