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Date Added: Wed 14/07/2021

Customer Service Advisor

West Midlands (County), UK
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Job Type: Permanent, FullTime

Salary: £9.50/hour

Role Summary:

Acting as the first point of contact to both internal and external customers
Managing incoming telephone calls/queries to client SLA standards
Managing outgoing telephone calls/queries where necessary
Managing customer e-mails to both SLA and Quality standards.
Logging incoming calls and emails into incident ticketing tool
Provide initial assessment of all incidents/requests, attempt to resolve or refer to other support areas.
Maintain high level of first time fix rate to achieve Service Desk Key Performance Indicators
Maintain detailed and accurate records of actions taken to support the incidents resolution
Maintain clear communication lines in line with company guidelines
Identify major incidents and escalate where required
Monitor all outstanding tickets

Essential / Minimum Criteria:

Solid and clear experience in providing 1st Line Support, ideally with a minimum of 1 year experience.
Basic PC/literacy skills - confident use of MS Word, Excel and Outlook to a basic standard. Ability to create new letters, use spread sheets to capture and store data in a clear and logical manner.
Ability to communicate with people at all levels (from end user to client).
Ability to take ownership of incidents
Willingness to provide flexibility with shift rota patterns, as required by the business

Working arrangements:

This is a temporary role that supports Internal and external Service Desks.
The service desk is currently covered 06:00 to 23:00 X7 days a week (closed on Christmas Day). With a potential view of moving to 24X7 in H2 2021
You will be provided with a rota in advance of your shift, which will be of a varying hours and pattern. Shifts will have two off shift days in the week - which may not be consecutive.
Some flexibility around exact scheduling pattern is required to ensure service levels are maintained and hours are allocated fairly.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website
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