Customer Services representatives

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.