Sodexo - Customer Service

Role & responsibilities:

Main assignments

• To accurately record details of the caller, problem and severity and ensure that Team Leaders are aware of situations which could develop into issues.
• To work within, and to, processes and procedures.
• To respond quickly and efficiently to incoming requests (e.g. via telephone, email message) in line with Client service levels.
• To pay attention to detail when obtaining and inputting information.
• To have a clear and professional telephone manner.
• To proactively manage work orders to completion.
• To achieve a high degree of Customer and Supplier satisfaction, applying logic and common sense to requests for assistance, ensuring that identified criteria are escalated in accordance with procedures.
• To attend training and coaching sessions and incorporate any changes necessary in duties, methods, working hours and procedures.
• To identify any potential areas of improvement and highlight to your Command Center Team Leader.
• To be flexible and adaptable to change.
• To responsibly adhere to the health, safety, environmental and quality standards, policies, and procedures.
• To perform all other duties as required.

Accountabilities.

• Ensure that all calls are handled in the most efficient manner, and issues are resolved within the expected average handling time.
• Accurately log service requests, including making relevant notes.
• Provide excellent delivery of Customer services (calls may be recorded / listened to and scored against set criteria). 
• Work in collaboration with the Site Delivery Team to ensure that all works are proactively managed to completion, escalating issues when needed.
• Adhere to processes and policies.
• Excellent attendance record and adherence to assigned shift patterns.
• Proactively act in a manner that supports a healthy and safe work environment through effective management of incidents and hazards.
• Ensure Sodexos commitment to ethical principles and sustainable development are achieved and maintained.
• Ensure compliance with all Sodexo policies, procedures and directives.
• Promote and maintain Sodexo values and ethical principles.

Preferred candidate profile:

Customer Service experience, preferably in a Command Center and / or Call Center environment.

• Excellent communication skills - written and verbal.
• Intermediate computer skills in MS Office e.g. Word, Excel.
• Advanced knowledge of and skills in CMMS applications.
• Motivation to work within a team environment.
• Relationship building and influencing capabilities.
• Keen attention to detail with the ability to prioritize and execute a diverse workload in a high-pressure environment.
• Exceptional attention to detail.
• Ability to deliver exceptional customer service to Stakeholders (internal and external).
• Previous experience in managing Third Party Vendors and Suppliers would also be advantageous (though not mandatory).
• Technical knowledge or technical background experience would be an advantage.
• Self-motivated, confident, honest and flexible, with a professional work ethic.
• Demonstrates the Sodexo values and behaviors.
• A strong commitment to Zero Harm and a strong safety culture.

Willingness to work in Rotational Shift and Week Off.