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Customer Service Representative
2013-05-13 14:37:28| Space-careers.com Jobs RSS
Astrium Services Government Communications is the worlds leading commercial provider of militarygrade satellite communications. EADS the European Aeronautic Defence and Space Company is a global leader in aerospace, defence and related services. The EADS Group includes the aircraft manufacturer Airbus, the worlds largest helicopter supplier Eurocopter and EADS Astrium, the European leader in space programmes from Ariane to Galileo. Government Communications is the prime contractor for the Skynet 5 contract with the UK Ministry of Defence, signed in October 2003, valued at 3.6bn. The programme provides mobile voice, video, internet and broadcast communications for the UK armed forces, as well as a range of other Government departments and agencies. GC own, manage and operate the Skynet 5 satellite system, and are responsible for delivering the service, controlling the satellite, managing the network and implementing all upgrades throughout its life. From the outset GC designed Skynet 5 to be large enough and capable enough to provide military satellite services to a range of other countries and organisations. These include NATO and the armed forces of the Netherlands, Portugal, Canada, France and Germany. A vacancy has arisen for a Customer Services Representative with Astrium in Corsham. The successful candidate will provide a direct point of contact to all our customers for enquiries, first line support and order handling. The key responsibilities of the role are as follows Provide a direct point of contact to all our customers for enquiries, first line support and order handling. Promote a positive image and a quality service culture demonstrating a good personal presentation especially when dealing with the customer face to face. Respond to the initial contact for all customers through the Customer Contact Centre via telephone, internet or face to face. Respond to and support all Service Portfolio Orders and in service problem handling. Support a shift pattern scheduled to cover 247365 day operational Customer Contact Centre. Support an On Call service when scheduled. Contribute and develop desk standards, procedures and processes in line with best practice and business needs. General administration duties in support of work carried out in the Contact Centre. Provide confidential card management handling by processing credit card transactions as requested. Ability to work multi domain IT Networks in line with current security procedures and business needs. Provide information into the weekly and monthly reports, highlighting trends, incidents and issues which impact services supported. Maintain an awareness of products offered in the Service Portfolio and services supported along with any Key Performance metrics associated with activities on the desk. Respond to working either of the two Customer Contact Centres in line with business needs. Carry out any general tasks as required by your Customer Contact Centre Manager and Customer Service Team Leader. The successful candidate will demonstrate the following skills and experience Previous working experience in a Customer Contact Centre using Remedy or similar CRM systems Excellent proven Communication Skills listening, written and verbal Excellent telephony and keyboard skills A genuine interest in working with and helping customers Confidence, patience, politeness, tact and diplomacy, when dealing with complaints and difficult situations Articulate to assure accuracy of first time information entered into Remedy Ticket Proactive and selfdisciplined with ability to use own initiative and operate within a team Good basic administration skills i.e. Filing, recording and attention to detail Ability to prioritise workload and stress tolerance Intermediate knowledge and current use of Microsoft Office applications Word, Excel and especially Outlook Confidential handling of credit card transactions and understanding of the data protection act Good knowledge of principles and practices of Customer Services and Contact Centres. Desirable Competencies Telecommunications knowledge Previous experience of working within a team environment Good problem analysis and solving skills Good team player, adaptable and flexible ICS Communications qualified Experience of Web interface applications TO APPLY click here
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customer service
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Category:Transportation and Logistics