Customer Services representatives

  • Job ref:


  • Location:

    Peterlee, County Durham

  • Sector:


  • Job type:


  • Salary:

    £10 - £12 per hour + Inside IR35

  • Contact:

    Charlie Cameron

  • Email:

  • Published:

    over 1 year ago

  • Duration:

    3 Months

  • Start date:

    May 17th 2021

Customer Service Representative x5

between £10 - £12 per hour DOE
based in Peterlee or Newcastle
Inside IR35
3 month contract / likely transition to perm

Job Description

  • 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
  • Work to achieve individual and team goals
  • To comply/complete desk specific or ad-hoc request/tasks/training.
  • Ensure Quality standards are adhered to in regards to both Cases & Calls.
  • Continuous documentation validation.
  • Protect confidential and sensitive information and materials.
  • Observe strict compliance to licensing, copyright and trademark legislation.
  • Accomplish other training as required.
  • 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).

Customer Service and Communication:

  • Experience in communication with customers.
  • Ability to communicate effectively - oral & written.
  • Ability to communicate effectively with different groups.
  • Ability to follow specific processes and procedures.
  • Demonstrates high level of customer satisfaction in previous positions.
  • Experience on Process Managed Environment
  • Fluency in English and/or required supported language.
  • Experience working in a Finance environment desired.

Problem Solving Techniques:

  • Ability to identify customer issues.
  • Ability to apply analytical and investigative skills to resolve customer issues.
  • Ability to handle challenging support situations.
  • Personal Interaction:
  • Ability to convey knowledge to others.
  • Ability to adapt to a changing environment.
  • Strong team working skills.

Technical Requirements:

  • Technical skill with Windows OS Platforms.
  • Microsoft Office Suite, including Outlook.
  • Knowledge of printer hardware
  • Knowledge of Local Area Networking
  • Internet
  • Knowledge of other operating systems, including iOS, iPAD, iPhone and MAC OSX would be an advantage.