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Customer Service Advisor
2 months ago
- Providing 1st line support to customers
- Dealing with queries through webchat and email
- To effectively manage large amounts of incoming calls and be the first point of contact for the users.
- To provide appropriate solutions and alternatives to issues (if an option) within the SLA time limits and follow up accordingly to ensure resolution.
- To ensure all customer interactions are recorded on the Helpdesk System.
- To ensure that the service provided to the end users of the systems is of the quality expected.
- To prioritise own workload, multi-task and manage own time effectively.
- To understand the priority levels for incoming calls and ensure that the escalation process is followed accordingly.
- To fully understand the needs of the end users and come up with solutions to their needs.
- To manage the expectations of end users, progressing calls that could turn into wider problems, identifying training needs, and coming up with solutions to these issues with the Customer Service Supervisor.
- To build strong relationships with users and clients through proactive communication.
- To use own initiative to pick up and take ownership of incoming calls and emails, and in looking for solutions to problems/queries and in engaging users with the systems.
- To use the internal system as the first point of call for troubleshooting customer queries/issues.
- To ensure the knowledge base is populated with all issues encountered and resolved.
- To identify opportunities for up sell of products.
- To represent, promote and maintain a positive attitude and image for the Helpdesk team.
- To be able to work in an ever changing, fast paced environment, and adapt to this quickly and efficiently.
- To ensure product knowledge is always up to date, and to ask for additional support if/when needed
- Carry out any other duties appropriate to the role.
