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Customer Support Specialist

2 months ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Russell Tobin Full time

Job Title: Customer Service Advisor

Job Type: Full-time

Industry: Financial Services

Company: Russell Tobin

Location: Remote

Job Description:

Key Responsibilities:

  • Respond to customer inquiries in a timely and professional manner
  • Log and validate customer contacts on the provided case/call logging system
  • Resolve customer issues using relevant tools and systems
  • Manage customer contacts from start to finish, providing regular updates on ticket status
  • Evaluate and escalate customer issues within defined timeframes
  • Complete desk-specific or ad-hoc requests, tasks, and training
  • Ensure adherence to quality standards for both cases and calls
  • Continuously validate documentation
  • Seek support from escalation teams as needed
  • Evaluate and escalate tickets to other resolution teams for validation and further escalation
  • Monitor ticket queues and handle tickets appropriately
  • Support multiple desks and accounts under the Cross-Skilling Initiative
  • Contribute to achieving service desk SLAs

Requirements:

  • Excellent communication and problem-solving skills
  • Ability to work in a fast-paced environment
  • Strong attention to detail and organizational skills
  • Ability to work independently and as part of a team
  • Basic computer skills and familiarity with case/call logging systems

What We Offer:

  • Competitive salary and benefits package
  • Opportunities for professional growth and development
  • Collaborative and dynamic work environment