Help Point Advisor

3 weeks ago

Gateshead, Gateshead, United Kingdom Shared Services Full time

Job Title: Help Point Advisor

Job Summary:

We are seeking a skilled Help Point Advisor to join our Shared Services team. As a Help Point Advisor, you will be responsible for delivering exceptional customer service to internal and external clients, ensuring a seamless experience for all stakeholders.

Key Responsibilities:

  • Provide product and service information to customers, answering queries and resolving issues in a timely and professional manner.
  • Ensure excellent customer service standards are met, maintaining a high level of quality and efficiency.
  • Handle incoming telephone calls and emails, responding to customer inquiries and resolving complaints in a professional manner.
  • Document customer interactions, updating internal systems and ensuring accurate records are maintained.
  • Coordinate and respond to client quotes, queries, and instructions, adhering to relevant Service Level Agreements (SLAs).
  • Identify and escalate priority issues, resolving disputes and diffusing complaints in a professional manner.

Requirements:

  • Excellent customer service skills, with good communication and administration skills.
  • Effective time management and ability to deliver against client SLAs.
  • Demonstrates an investigative and can-do approach to tasks, with a willingness to learn and adapt.
  • Ability to work under pressure, meeting deadlines and maintaining a high level of organization.
  • Computer literate, with proficiency in Microsoft Office and other common management and CRM software programs.

What We Offer:

  • The opportunity to be part of a dynamic and growing organization, with a focus on employee development and well-being.
  • A comprehensive benefits package, including employee ownership, paid volunteering days, and access to exclusive deals and discounts.
  • Training and development opportunities, including apprenticeships and career progression.
  • A commitment to diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive work environment.

Why Join Us:

At Shared Services, we value our employees and strive to create a positive and supportive work environment. We believe in investing in our people, providing opportunities for growth and development, and promoting a culture of inclusivity and respect.

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