Customer Support Specialist
7 days 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 contacts promptly and professionally, ensuring that all customer queries are resolved to their satisfaction.
- Logging and Validating Contacts: Log and validate all customer contacts on our case/call logging system, ensuring that all relevant information is accurately recorded.
- Resolving Customer Queries: Use our relevant tools and systems to resolve customer queries and issues, providing regular updates to customers on ticket status.
- Managing End-to-End Contacts: Manage all customer contacts from start to finish, ensuring that all customer queries are resolved to their satisfaction.
- Escalation Procedures: Invoke escalation procedures within defined time frames, ensuring that all customer queries are escalated to the relevant teams in a timely manner.
- Quality Standards: Ensure that all customer contacts meet our quality standards, adhering to both cases and calls.
- Continuous Documentation Validation: Continuously validate documentation to ensure that all customer contacts are accurately recorded.
- Proactive Support: Proactively seek support from our escalation team via appropriate methods as required.
- Ticket Escalation: Escalate tickets to other resolution teams for validation and further escalation.
- Ticket Management: Monitor ticket queues and handle tickets appropriately, ensuring that all customer queries are resolved to their satisfaction.
- Cross-Skilling Initiative: Provide support to multiple desks and accounts if required under our Cross-Skilling Initiative.
- Service Desk SLAs: Proactively contribute to the achievement of our service desk SLAs.
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