Job Description

Role Overview

The Help Desk Operator at Artek will act as the first point of contact for all customer and internal support queries. This role involves responding to inquiries, troubleshooting issues, providing accurate information, and ensuring timely resolutions. The position requires close collaboration with sales, logistics, and operations teams to deliver excellent service and maintain smooth communication across the business.

Key Responsibilities

Handle incoming inquiries via phone, email, and ticketing system. Provide accurate product, service, and order-related information. Log, monitor, and resolve support tickets promptly, escalating when necessary. Liaise with logistics, warehouse, and customer service teams to address customer needs. Follow up with customers on open requests and provide timely updates. Assist with troubleshooting product, order, or delivery-related concerns. Maintain detailed records of interactions, issues, and resolutions. Identify recurring problems and suggest improvements to processes. Support internal staff with operational and system-related help desk queries. Prepare reports for management on customer queries and resolution performance.

Skills Required

Strong communication and active listening skills. Excellent telephone and email handling abilities. Customer-focused approach with problem-solving skills. Ability to handle multiple tasks and prioritise under pressure. IT literacy, including MS Office and CRM/ticketing systems. Strong organisational and record-keeping skills. Calm and professional approach in challenging situations. Team-oriented and proactive attitude.

Qualifications

Minimum GCSEs / High School Diploma or equivalent. Previous experience in a help desk, call centre, or customer service role (preferred). Familiarity with CRM or ticketing systems (advantageous). IT or customer service training/certifications (desirable). Willingness to undertake ongoing training and development.
Job Types: Full-time, Permanent

Pay: 26,000.00-32,000.00 per year

Work Location: In person