POSITION SUMMARY
This position sits within the Project Office and supports its overall function working closely with the Project Coordinators and Project Managers.
The role of Project Support is split into:
- Order placement with 3rd Party suppliers, and other Claranet internal teams, including, but not limited to Telco’s, hardware, software and other services providers.
- Supporting Project co-ordinators and Project managers in delivering customer services
ESSENTIAL DUTIES AND RESPONSIBILITIES
Your responsibilities will be as follows:
Ordering
- Support the Project Office key KPI of delivery on time by placing orders for our Managed Service Customers with 3rd party suppliers and ensuring quality and timely hand-over to the Project Coordinators / Project Managers
- Answer / reply to incoming calls/ ticket queue in a professional and efficient manner Liaising with suppliers to arrange the ordering of 3rd party services
- Point of escalation for the Project Office and other internal departments for queries relating to ordering and cancellations
Project Office Support
- Support Project Managers and Project Coordinators with planning large solution rollouts
- Validation of data to ensure services can be ordered and delivered on time
- Dealing with customer questions and queries via telephone, email and tickets
Decommissioning
- Processing decommissioning orders relating to customer services
- Liaising with customers to ensure the timely recovery of Hardware Services from site
- Coordination of tasks with internal teams to arrange the decommission of customer services, passing on accurate information to other teams and updating internal systems where appropriate
- Ensure all hardware recovery requests are processed appropriately ensuring the hardware is tracked, tested then reused or disposed of in accordance with legislation and company process
- Develop and improve processes to help maintaining ordering, cancellation and hardware recovery efficiency’s
POSITIONS SPECIFICATIONS
The successful candidate will be an excellent communicator in both a written and verbal format and confident in dealing with people of all levels both internally and externally in order to resolve customer issues and process requests. They will also require an excellent attention to detail and be able to maintain focused when carrying out data entry.
Essential:
High level of data entry with excellent accuracy levels
Excellent prioritising and planning skills
Strong analytical skills and ability to understand data and act on it
High levels desire to achieve results
Able to spot inconsistency in data
Diligence and attention to detail
Ability to learn quickly and absorb ongoing training
Strong communicator and listener
Ability to work well under own initiative and pressure
Minimum requirements GSCE maths and English
High level of data entry with excellent accuracy levels
Customer service focused
Good knowledge of MS Office applications
Desirable:
Prince 2 Foundation
Telecoms or other managed services experience
Customer Service based qualification
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