Customer Service

Search Consultancy
12 Apr 2018
21 Apr 2018
Contract Type
Full Time
Customer Support Associate – 12 Month Fixed Term Contract

Search Consultancy are currently working with a leading international organisation based in Birmingham City Centre as they seek a Customer Service Associate on a 12 month fixed term contract.

Individuals will deal with customer service queries in a timely and professional manner, as well as adhering to the standards set by the company.

Responsibilities will include:

• Provide first level functional support to all client facing and support staff
• Under minimal supervision, respond to customers’ functional queries concerning systems, process and approval related queries, aiming to resolve at least 90% at first contact.
• Active management of the existing support calls in the call logging system in order to provide a first class support service to the user-base, including case ownership, monitoring and updating.
• Log, troubleshoot and track problems to a successful conclusion ensuring a high level of service and professionalism.
• Escalate complex issues by following the escalation processes in place.
• Resolve cases within the agreed SLA’s.
• Perform special assignments and daily/weekly administration tasks as required.
• Identify sources and trends of functional problems to implement long-term solutions, provide user training and create guidance documents.
• Proactively follow up with callers to ensure the query is resolved in a timely manner.
• Actively update the portals with any required changes or address any problems such as errors or broken links.

To qualify for the role you must have

• Good working knowledge of MS office 2010 and Windows 7.
• Experience working with Lotus Notes and MS Outlook.
• Experience using ServiceNow or any other call logging system ideal but not essential.
• A knowledge of CRM, sales and pipeline, Quality and Risk Management and Finance processes and applications desirable.

Ideally, you’ll also have

• Experience working with customers remotely, dealing empathetically with their problems under pressure.
• Strong work ethic geared towards exemplary customer service.
• Excellent team working skills.
• Proactive, organised and must be able to prioritise tasks.

If you are looking for an exciting FTC role, please apply today!

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age

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