Customer Support Advisor
Based in Wolverhampton
8-10 month contract (Permanent opportunities for the right candidate)
M-T 9.00am - 5.30pm / F 9.00am - 5.00pm
Our client is currently recruiting for a Customer Service Advisor to join our client based in Wolverhampton. This is a fantastic opportunity to join a thriving business and become part of a 'family feel' team. If you have customer service experience, then this role could be for you!
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
If the above sounds of interest, please apply directly to the advert with your most up to date CV to best demonstrate your experience - Applications will be sifted through daily.
Adecco are an equal opportunities employer.
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.
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