Customer Service Advisor

Posted 22 May by Oyster Consultants
Easy Apply Featured

MAIN DUTIES AND RESPONSIBILITIES

  • The first point of contact for all 1st line service support for all Client issues.
  • Provide 2nd line diagnosis of incidents and service requests and implement solutions.
  • Prompt escalation of Incidents to 3rd line support.
  • Identify trends for ways to prevent future problems, recommending improvements to the system to decrease service calls.
  • Manage customer calls from first contact point to resolution.
  • Resolve direct and escalated calls in a timely manner, ensuring that call logs and customers are kept up to date.
  • Take responsibility for the timely resolution of calls, whether fixing the issue directly or escalating to another team.
  • Identifying proactive measures to Improve service.
  • Process and procedure document creation for Customer Service Desk training and knowledgebase including creating training videos.
  • Regular scheduling of mail campaigns
  • Logging tickets and resolving within a timely manner
  • Testing of new features

ESSENTIAL

  • High empathy skills.
  • Excellent telephone manner.
  • Inquisitive and probing.
  • Logical, with attention to detail.
  • Clear and logical thinking and problem-solving skills.
  • Ability to effectively prioritise and execute tasks.
  • Highly self-motivated and proactive.

DESIRABLE

  • 1 Year+ Service Desk Experience.
  • Experience of working in an ITIL service delivery environment.

Required skills

  • Customer Service
  • Line Support
  • Service Delivery
  • Technical Support
  • 1st Line

Reference: 38042277

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