Root Cause Support Technician

Pertemps Managed Solutions
£13.16 per hour
06 Oct 2017
15 Oct 2017
Contract Type
Full Time
Pertemps are currently recruiting for a Root Casue Technician working for a Utilities company based in Coventry. Root Cause Technician - To develop a clear and accurate understanding of the root cause of customer chase calls, whilst also proactively identifying customers who haven`t been kept informed throughout the journey allowing us to react and prevent customer dissatisfaction - Interrogation of our Operational Systems in order to identify the root cause of customer contact - Complete reviews of customer journeys to identify if customers are being kept informed throughout - Collating data and producing clear presentations and reports which allow the management team to make informed decision on actions required - Support the customer planning team in proactively contacting customers - Identify improvement areas and support the delivery across the Customer Planning team Root Cause Technician - Experience: In order to succeed in this role it is expected that you will have the following:- - Experience in organising and prioritising workloads - Experience of excellent verbal and written communication with people at all levels effectively - Experience of handling queries over the phone, letter and by email (inbound and outbound) in an efficient manner - Experience of working to targets - Experience of working and supporting others in a team environment - The ability to demonstrate enthusiasm & a driving passion for delivering excellent customer service - Knowledge of operational processes and procedures - Knowledge of SAP ECC and SAP CRM - Knowledge of Microsoft Excel and PowerPoint - Ability to present complex data in a clear and easy to understand format -Ability to work under own initiative as well as part of a team -Ability to manage time -Excellent communication skills across a broad range of STW stakeholders -Establishes good relationships with staff and relates well to people at all levels -Analytical rigour to support continual business/customer service improvement through implementation of new initiatives / best practice - ability to understand and diagnose all options available and draw correct conclusions -Ability to both produce and present clear and accurate reports and presentations, dealing with complex data from a variety of sources across all parts of our business and prioritising actions
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