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Customer Service Representative

2 months ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Russell Tobin Full time £22,000 - £23,500

Customer Service Advisor Job Description

**Job Summary:**

We are seeking a highly skilled Customer Service Advisor to join our team at Russell Tobin. As a Customer Service Advisor, you will be responsible for providing exceptional customer service to our clients, resolving customer queries, and ensuring that all contacts are logged and updated in a timely manner.

**Key Responsibilities:**

* Answer customer contacts promptly and professionally
* Log and validate all contacts on the provided case/call logging system
* Resolve customer queries using 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
* Ensure quality standards are adhered to regarding both cases and calls
* Proactively seek support from escalation teams via appropriate methods as required
* Escalate tickets to other resolution teams 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)

**Requirements:**

* Excellent communication and interpersonal skills
* Ability to work in a fast-paced environment
* Strong problem-solving and analytical skills
* Ability to work independently and as part of a team

**What We Offer:**

* Competitive salary and benefits package
* Opportunities for career growth and development
* Collaborative and dynamic work environment

**If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.