Customer Service Advisor
Posted 2 May by
Purple Rocket
- Providing 1st line support to customers
- Dealing with queries through webchat and email
- To effectively manage large amounts of incoming calls and be the first point of contact for the users.
- To provide appropriate solutions and alternatives to issues (if an option) within the SLA time limits and follow up accordingly to ensure resolution.
- To ensure all customer interactions are recorded on the Helpdesk System.
- To ensure that the service provided to the end users of the systems is of the quality expected.
- To prioritise own workload, multi-task and manage own time effectively.
- To understand the priority levels for incoming calls and ensure that the escalation process is followed accordingly.
- To fully understand the needs of the end users and come up with solutions to their needs.
- To manage the expectations of end users, progressing calls that could turn into wider problems, identifying training needs, and coming up with solutions to these issues with the Customer Service Supervisor.
- To build strong relationships with users and clients through proactive communication.
- To use own initiative to pick up and take ownership of incoming calls and emails, and in looking for solutions to problems/queries and in engaging users with the systems.
- To use the internal system as the first point of call for troubleshooting customer queries/issues.
- To ensure the knowledge base is populated with all issues encountered and resolved.
- To identify opportunities for up sell of products.
- To represent, promote and maintain a positive attitude and image for the Helpdesk team.
- To be able to work in an ever changing, fast paced environment, and adapt to this quickly and efficiently.
- To ensure product knowledge is always up to date, and to ask for additional support if/when needed
- Carry out any other duties appropriate to the role.
Company Benefits; 25 days holiday plus bank holidays
Private Medical Healthare
Company Pension
Perkbox Discount
Reference: 52576123
Please note Reed.co.uk does not communicate with candidates via Whatsapp, and we will never ask you to provide your bank, passport or driving licence details during the application process. To stay safe in your job search and flexible work, we recommend visiting JobsAware, a non-profit, joint industry and law enforcement organisation working to combat labour market abuse. Visit the JobsAware website for information and free expert advice for safer work.
Report this jobNot quite what you are looking for? Try these similar searches
Replace a job alert
Replace a job alert
Get Job Alerts straight to your inbox
"Office Assistant jobs in London"
Your Job Alert has been created and your search saved.
'Saved search name'