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Customer Service Representative
2 months ago
Job Title: Customer Service Advisor
About the Role:
We are seeking a highly skilled and experienced 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 issues in a timely and professional manner.
Key Responsibilities:
- Answering Contacts: Respond to customer inquiries and concerns in a prompt and professional manner.
- Logging and Validating Contacts: Log and validate all customer contacts on our provided case/call logging system.
- Resolving Customer Queries: Use relevant tools and systems to resolve customer queries and issues.
- Managing Customer Interactions: Manage end-to-end all customer interactions, providing regular updates to customers on ticket status.
- Escalation Procedures: Invoke escalation procedures within defined time frames to ensure customer issues are resolved promptly.
- Quality Standards: Ensure quality standards are adhered to regarding both cases and calls.
- Continuous Documentation: Continuously document validation to ensure accuracy and completeness.
- Support and Escalation: Proactively seek support from escalation teams via appropriate methods as required.
- Ticket Management: Escalate tickets to other resolution teams for validation and further escalation.
- Queue Management: Monitor ticket queues and handle tickets appropriately to ensure timely resolution.
- Cross-Skilling: Provide support to multiple desks and accounts if required under the Cross-Skilling Initiative.
- Service Desk SLAs: Proactively contribute to the achievement of service desk SLAs.
Requirements:
- Excellent Communication Skills: Possess excellent communication skills to effectively interact with customers and colleagues.
- Problem-Solving Skills: Demonstrate strong problem-solving skills to resolve customer queries and issues.
- Technical Skills: Possess relevant technical skills to use tools and systems to resolve customer queries.
- Teamwork: Demonstrate ability to work effectively as part of a team to achieve common goals.
