Customer Service Advisor

3 weeks ago


Newcastle upon Tyne, United Kingdom PRIDEHEALTH Full time

**Title: Customer Service Advisor**

**Location: Newcastle upon Tyne, United Kingdom**

**Hours: 37.5 hrs per week**

**Length: 6 months Contract Basis with the view to go perm.**

**Pay: £10.25 to £12.05 per hour (PAYE) depending on Interview**

**Duties**:

- Answer contacts promptly and professionally
- Log/Validate all contacts on the provided case/call logging system.
- Resolve customer queries using the relevant tools and systems
- Manage end to end all contacts logged, providing regular updates to customers on ticket status.
- Invoke Escalation Procedures within defined time frames
- To comply/complete desk specific or ad-hoc request/tasks/training.
- Ensure Quality standards are adhered to regarding both Cases & Calls.
- Continuous documentation validation.
- Pro-actively seek support from escalation team via appropriate methods as required.
- Escalate tickets to other resolution team for validation and further escalation.
- Monitor ticket queues and handle tickets appropriately
- Provide support to multiple desks and accounts if required under CSI (Cross Skilling Initiative).
- Proactively contribute to the achievement of service desk SLA’s.

**Job Type**: Temp to perm
Contract length: 6 months

Pay: £10.25-£12.05 per hour

**Benefits**:

- Company events
- Company pension
- Work from home

**Experience**:

- Customer service: 2 years (preferred)

Work Location: In person


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