About Us
Odema & Acrelec UK are part of a global technology company focused on digital transformation solutions to help deliver innovative resolutions for Quick Service Restaurants (QSR), Hospitality and Retail Verticals. For over 15 years we have worked in partnership with some of the world’s largest companies.
Recognised as the inventor of the self-order kiosk for the Quick Service Retail industry, our solutions deliver 23% improved customer sales, reduce waiting times in the stores, increase speed of service, allow labour redeployment and increase customer satisfaction. In the UK alone we support over 2,500 sites across our client base which includes KFC, Taco Bell, McDonalds, Costa, Starbucks, Wagamama, Itsu, Burger King. Popeye’s, Wendy’s and many more.
Job Summary
This position is paid at minimum wage level depending on age.
We are looking for a motivated and enthusiastic individual to join our team as a Customer Service Representative within our Service Desk team. This is a great opportunity to start a career in Customer Services and IT and gain exposure to all areas of a tech company.
The Customer Service Representative plays a crucial role in supporting our customers. You will be the initial point of contact for customers experiencing technical issues, whether through phone, email, or using the ticketing portal. You will be expected to log all incoming support requests, ensuring each issue is tracked and managed until resolution.
Where possible and when trained you will perform initial troubleshooting for common problems. If you cannot resolve an issue, you can escalate to other members of the team.
You will be expected to keep customers informed about the status of their requests and any planned changes or outages that might affect them.
You will help to maintain accurate records of all support activities and solutions, contributing to a knowledge base that can help resolve future issues more efficiently.
Would suit school leaver or 2nd jobber looking at IT as a possible career.
This is a fully office-based role (non-hybrid role), based in Hemel Hempstead.
You will start working 9.00am - 5.30pm Monday - Friday then will move on a flexible rota once trained. The Service Desk operate between the hours of 06:00 – 23:00 daily, excluding Christmas day and you should be prepared to be available for shifts within those times.
Responsibilities
- Provide first-line support to clients via phone and email.
- Troubleshoot and resolve basic issues.
- Log and manage support requests using our ticketing system.
- Maintain accurate records of all support activities and client interactions, keeping tickets updated daily.
- Escalate complex issues to second-line support when necessary.
- Actively manage ticket system queues to chase resolution and reduce ageing tickets to agreed SLAs.
- Participate in training sessions to develop technical skills and knowledge.
- Provide excellent customer service and always maintain a professional demeaner.
Essential Skills
- Excellent communication and interpersonal abilities both written and verbal.
- Good Microsoft skills using Outlook, Word and Excel.
- Strong problem-solving skills.
- Attention to detail.
- Customer-focused with a commitment to delivering high-quality service.
- Empathetic towards Customers
- Ability to work collaboratively with other departments and stakeholders.
- Calm under pressure and an ability to reprioritise at short notice.
- GCSE\O-Level English & Maths (C or above).
- Genuinely want to deliver 1st class customer service.
- Ability to work in a busy, results focused and thriving environment.
Desirable Skills
- Experience working with customers.
- Experience of working on a service desk or call centre environment.
- Familiar with POS/EPOS systems
Visa Sponsorship will not be available for this position
Job Types: Full-time, Permanent
Pay: £15,000.00-£23,810.00 per year
Benefits:
- Company pension
- Gym membership
- Health & wellbeing programme
- On-site parking
Education:
- GCSE or equivalent (preferred)
Experience:
- Office: 1 year (preferred)
- IT: 1 year (preferred)
- Customer Service: 1 year (preferred)
Work Location: In person
Reference ID: Hemel office
