Customer Care Representative (IT profile) London

Published: 21/07/2020


  • Provide first level support through the effective management of all incoming customer calls and emails. This includes, but is not limited to:
    • Gather all pertinent information from customers to ensure a full understanding of the query and/or issue raised
    • Manage all incoming calls and emails
    • Screen, categorize and prioritize the support mailbox for dispatching and coordinating with 2nd and 3rd level support within SLAs using ITSM software tools
    • Track all calls and their status
    • Escalate and/or redirect queries and/or issues as required to the appropriate internal team(s) and/or vendor(s)
    • Provide timely updates to the customer regarding the status of their queries and/or issues
    • Update systems with applicable information regarding call status and resolution
  • Manage Major Incidents by following major incident management process & communication (customers & internal management)
  • Manage Service Desk tickets following ITIL guidelines as outlined in the Service Desk Call handling procedures or as directed by the Global Operations Centre Manager
  • Provide deeper analysis to try to solve call tickets without the direct pass to Level 2 (L2) when the L2 desk is not operational (nights/weekends)
  • Provide support to customers regarding the problem solving processes
  • Update customer data and producing activity reports
  • Create Knowledge Base Articles on high severity or repeatable call tickets
  • Recommend process & procedure modifications or improvements
  • Recommend product modifications or improvements
  • Participate in IT related projects under the supervision of the Global Operations Centre Manager
  • Build and maintain relationships with key support teams and assignment groups within CHAMP
  • Grow personal understanding of CHAMP’s portfolio of Products and helpdesk policies, procedures and services
  • Liaise and coordinate with all parties involved in the scheduling of configuration updates and new software deployments

Knowledge, Skills and Abilities:

  • Excellent customer service skills
  • Proven ability to troubleshoot and resolve complex issues
  • Well developed multi-tasking skills
  • Strong communication skills (verbal and written)
  • Well developed time management and project management skills
  • Proven ability to effectively manage customers and stakeholders
  • Good influence and negotiation skills
  • Flexible, dynamic and creative
  • Clearly client-oriented with a strong focus on quality and efficiency
  • Well established organization, multitasking and prioritization skills
  • Ability to work 9-hour rotating shift schedule
  • Knowledge of service desk software (ServiceNow, JIRA)
  • Knowledge of air cargo industry an asset
  • Languages: Fluent English (verbal and written); other languages considered an asset
  • Advanced skills in MS Office, web-conferencing systems


Education and Experience:

  • Bachelor’s Degree in Information Technology, Business Management, Business Engineering, IT Engineering or relevant experience
  • Demonstrated track record in managing customer facing, software delivery or systems implementation projects using with a defined Project Management methodology
  • Experience in an IT solutions provider environment with knowledge of air cargo logistics products and underlying technologies or similar
  • 2 years of ITIL Service Desk experience

CHAMP Cargosystems is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, ethnic background, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

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Please include your CV, covering letter and diplomas.


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