Kam Deć Email & Phone Number

Bristol, United Kingdom

Cambridge, United Kingdom

Newmarket

• Supervise the call workflow of the Service Desk• Ensure the Service Desk adhere to all processes & procedures• Provide support and mentorship to all members of the team• Develop and maintain processes and procedures.• Review the efficiency and effectiveness of the call management process.• Escalate incidents to Senior Managers where appropriate• Monitor call lists to ensure all calls are being dealt with effectively and according the service standards• Ensure schedulers utilise the call logging system effectively and efficiently to allow for management information reporting• Produce regular team stats for the Service Desk Team Manager• Contribute to Service Desk team meetings from an incident management perspective

• Answer the telephone and address enquiries• Raise reactive call outs on Synchroteam/ Tesseract• Chase up jobs logged to close off and chase up closure details when necessary• Co-ordinate subcontractor reactive calls ensuring that calls are promptly responded to and closed off• Update the call management system where requested to ensure the correct information is submitted• Liaise with Senior Management• Liaise with customers to plan work effectively• Provide a first class service in assisting customers with queries as well as liaising with engineers to book repairs, installations, maintenance and upgrades of their product• Perform briefings and monthly 121 meetings with Service Desk staff• Represent the Service Desk at meetings• Supervise Service Desk staff day to day work and allocating tasks accordingly

Newmarket, Suffolk

• Provide a first class service in assisting customers with queries as well as liaising with engineers to book repairs, installations, maintenance and upgrades of their product• Manage and co-ordinate the company’s field based engineers and sub-contractors, ensuring that all works allocated are managed and delivered to the required levels of quality and within the timescales required of the business• Responsible to handle the company’s day to day issues relating to the field service including onsite problems and finding solutions to overcome them• Update the call management system where requested to ensure the correct information is submitted• Liaise with customers to plan work effectively• Communicate with various levels of the client management team in ensuring that Company Service levels are met• Ensure that engineers are utilised correctly and efficiently• Ensure customer are updated on the progress of the projects• Act as the escalation point where difficult or controversial calls are received• Produce statistics and management reports• Ensure that customer queries are effectively resolved

Manchester, United Kingdom

• Handling telephone/ email enquiries and delivering high standard customer service• Handling special requests and escalated complaints by phone and/or e-mail on first point of contact basis• Answering incoming calls regarding hotel reservations/ hotel support through the Extranet system• Offering additional products and services to customers, • Performing administrative functions using RightNow software, i.e. logging in complaints, web errors, payouts etc.• Entering and updating client accounts on LateRooms.com platform• Processing clients reviews using Hotel Feedback Manager software

Manchester, United Kingdom

Manchester, United Kingdom

Lubusz District, Zary County, Poland

Teaching English as a foreign language

Master, English, Equivalent Of 1St Class

Bachelor, English, Equivalent Of 1St Class