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Service Desk Telephone Operator

Job Introduction

Serco is a specialist at delivering vital services on behalf of European, National and Local Governments.

Serco Europe employs a large workforce in Belgium, Luxembourg, France, Switzerland, Germany, Holland, Spain, Italy and the UK.

Our European operations have ca. 2,000 employees delivering critical services to public institutions throughout Europe.

Sercos space heritage over the last 40 years has placed us in the Space News Top 50 Space Industry Manufacturing and Services Companies - We work alongside EUMETSAT and the European Space Agency, where we are the largest on-site service provider with ca. 300 staff.

What connects the ever growing Serco workforce is a passion for delivering great service To keep ahead we have to constantly evolve and enhance the way we deliver our services and everyone in Serco has a role to play here.

Serco provide the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action.

If you share our values then join with over 100,000 colleagues globally who are equally as passionate about delivering great service as you.

Role Responsibility

Main Responsibilities

The Service Desk Telephone Operators are primarily responsible to acceptance and transfer of incoming external or internal telephone calls, register tickets for FM service requests, monitor and report on Service Provider performance and book meeting rooms and additional meeting services such as catering.

Daily Tasks

All general activities associated with the use of a professional (COTS) CRM (Customer Relations Manager software).

Provide standard responses to Known Issues, check on Different channels for contact and forward as required.

Follow up on existing CRM records that are active and being treated by third parties.

Provide Technical support to Smart Cards including enrolment, renewal, revocation, un-blocking, replacement and registration as required.

Provide coaching and assistance on changing Smart Card PIN Code, Error messages, installation of Software, configuration of browser, Update users contact information and use of bespoke tools.

All general activities associated with the use of a professional CMS (Case Management System) including registration, troubleshooting and data verification.

Assist users with simple navigation on the Internet, as well as providing them with (general) information in regard to client corporate on-line products and services.

The Ideal Candidate

The qualifications of the Service Desk operator have to include the following:

  • Secondary school graduation plus additional higher education.
  • Ability to work in fast paced, rapidly changing environment and a strong desire to learn
  • Relevant professional experience in an Admininstration, Call Centre or Service Desk environment.
  • Knowledge of IT Ticket systems or CAFM software or CRM Software/Database system.
  • Knowledge of Telephone Switchboard systems.
  • Knowledge of MS Office (Outlook, Word, Excel);
  • Very good communication and customer service skills;
  • English skills level C1;
  • German skills level C1.
  • French skills level C1.
  • To answer all incoming calls arriving at the the client customer service numbers
  • Creation of CRM contacts where required
  • Registration of communications on CRM database
  • Execution of all Tasks defined in Daily Tasks

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Important

Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.

Applicants are reminded that they will be requested to produce such documentation during the recruitment process.

Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization.

Data Protection:

When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request.

You may submit a written request revoking your consent to this agreement at any time.

Package Description

Full details on application

Relocation assistance provided, (if applicable).

About the Company

Serco is one of the worlds largest providers of public services to Governments employing over 50,000 people in over 20 countries In Belgium and Luxembourg we work closely with the European Institutions providing crucial Services with over 220 staff members.

The services we provide are often of critical importance to the communities and nations we serve, Providing public services is one of the most satisfying and rewarding careers you can have, you have an ability to make a real positive difference to peoples lives and to your community and country.

As a business which delivers front-line public services, employing tens of thousands of people, we are constantly developing and promoting people; our need for skilled professionals is insatiable and few companies can offer as many opportunities for individuals to grow their careers

What connects the ever growing Serco workforce is a passion for delivering great service To keep ahead we have to constantly evolve and enhance the way we deliver our services and everyone in Serco has a role to play here.

Serco provide the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action.

If you share our values then join with over 50,000 colleagues globally who are equally as passionate about delivering great service as you

A career with Serco offers the chance to work with both inspirational people and innovative contracts, in a dynamic and exciting environment.

We have a mandate to execute brilliantly and our people lead and inspire based on our core values, Trust, Care, Pride and Innovation.

Take pride in what you do.

Serco European Agencies

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