Customer Service Advisor

Title: Customer Service Advisor

Location: Newcastle NE27 0BY

Hours: 37.5 hours per week

Length: 6 months Contract Basis with the view to go perm.

Pay: £22-£23.5K per year

Responsibilities:

• Answer contacts promptly and professional

• Log/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 request/tasks/training.

• Ensure Quality standards are adhered to regarding both Cases & Calls.

• Continuous documentation validation.

• Pro-actively seek support from escalation team via appropriate methods as required.

• Escalate tickets to other 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 SLA’s.