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Customer Support Specialist

3 months ago

Cardiff County, United Kingdom Pyramid Consulting, Inc Full time

Job Title – Customer Support Specialist

Location- 100% REMOTE

Duration- 6+ months Fixed Term Contract



Job Description:


Educational / Professional Qualification

  • Near native (interpreted as CEFR level C1) or native relevant market language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems
  • Previous experience in an outsourced customer service environment is of advantage.

Work Experience / Responsibilities

  • Handle phone calls with customer queries and provide resolution to end users
  • Record case resolutions in the contact center tool based on client communication via phone, email, chat etc.
  • Ensure that cases are resolved within case life cycle, as per individual balanced scorecard
  • Escalate priority issues per client specifications to the immediate lead as applicable
  • Work independently and within a team
  • Communicate well with internal and external contacts
  • Provide exemplary customer satisfaction
  • Meet quality standards on all handled contacts
  • Complete hours of staffed time on all rostered days
  • Handle contacts while maintaining the targets defined for the project: response time, handle time and resolution rate aligned with Project KRAs.
  • Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
  • Attend trainings as required


Benefits include:

  • Company pension
  • Employee discount
  • Health & wellbeing programme
  • Life insurance
  • Private medical insurance
  • Referral programme