Customer Service Advisors
50/50 hybrid role based in Newcastle
£10.50- £12.00 per hour
Are you looking for a new opportunity? Do you enjoy working in Customer service?
My client is a global tech organisation and is looking for candidates to join their dynamic Customer Service team. You will provide customer support to consumers via telephone and/or Internet, e.g. instant message or email. You will also handle customer inquiries and resolve simple support issues, such as address changes, processing orders, warranty or billing/payment.
GENERAL DUTIES & RESPONSIBILITIES
Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues.
- Processes a high volume of consumer enquiries about products and services and resolves a targeted percentage of those inquiries.
- Troubleshoots customer problems, identifies root cause of problem, and uses tools and resources appropriately to determine how to resolve customer problems.
- When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solutions and expand overall knowledge.
- Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
- Updates customer information and ensures accurate entry of contact information.
- Meets standards of job, such as quality standards, adherence to schedule and average handle time.
- May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer.
- Other related duties are assigned as needed.
37.5 hour week - SHIFT PATTERN BETWEEN 8 am - 10 pm