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Job Description
Title: Customer service advisor
The experience expected from applicants, as well as additional skills and qualifications needed for this job are listed below.
Client: DXC Technologies
Location: Newcastle NE27 0BY, Cobalt Business Park, Mercury House
Hours: 37.5 hours per week
Length: 6 months Contract Basis with the view to go perm.
Pay: £22-£23.5K per year
The client is a major UK High Street bank looking for colleagues to join the team of Customer Service Advisors
- Answer contacts promptly and professionally
- 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.