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Customer Service Advisor

3 months ago

UK, UK, United Kingdom Russell Tobin Full time

Customer Service Advisor (work from office) - Newcastle NE27 0BY, Cobalt Business Park, Mercury House

6 months (view to go perm) - £22 to £23 per year (PAYE) - 7.5 hours a day, 37.5 hours per week


Responsibilities:

  • Answers contacts promptly and professionally.
  • Log or validate all contacts on the provided case/call logging system.
  • Resolve customer queries using the 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.
  • To comply/complete desk-specific or ad-hoc requests/tasks/training.
  • Ensure quality standards are adhered to regarding both cases and calls.
  • Continuous documentation validation.
  • Proactively seek support from the escalation team via appropriate methods as required.
  • Escalate tickets to another resolution team 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).
  • Proactively contribute to the achievement of service desk SLAs.