Dutch Speaking Service Desk Analyst (customer service) - £16 per hour - Peterborough

Our client is looking to appoint a Service Desk Analyst, to supplement the team with hardworking, enthusiastic, and customer-focused individuals to provide an outstanding level of service and quality.

Key Responsibilities of a Service Desk Analyst

• Present a professional image of the company to deliver a positive customer experience throughout the customer journey.
• Be clear and transparent in all communication with customers to ensure they understand the current situation in order to demonstrate the business principles.
• Responsible for working in adherence to all policies and procedures in order to deliver compliant customer outcomes.
• Constantly strive to improve the customer experience by challenging existing processes and practices and recommending change where appropriate.
• Manage vulnerable customer incidents in order to ensure the most appropriate support is provided.
• Identify and accurately record any complaints received from customers and achieve first-time resolution.
• Responsible for identifying and reporting any incidents of breaches of operational processes and policies.
• Use a variety of tools and techniques to initiate and maintain contact with customers to ensure an appropriate outcome is achieved.
• Effectively communicate with customers in order to identify the issue and to provide customers an appropriate outcome.
• Utilize effective questioning techniques to understand the customer circumstances, to ensure an incident is managed to exit in a timely manner.