Overview
Our client is looking for a Customer Service Advisor - VERY hybrid
Client Details
A leading HR Consultancy business
Responsibilities
* Answer incoming calls from clients in accordance with prevailing RLAS SLA's and KPI's, carrying out a preliminary assessment including onboarding new clients, verification checks, jurisdiction checks and determining the nature of call queries in order to direct calls efficiently to the appropriate advisor/specialist/team
* Manage and respond to all emails received into various shared inboxes overseen by the Triage Team in accordance with prevailing RLAS SLA's and KPI's, carrying out preliminary assessments including onboarding new clients, verification checks and determining the nature of the emails received in order to direct them efficiently and in a timely manner to the appropriate advisor/specialist/team
* Use internal processes and systems effectively to set up new RLAS client matters and navigate ongoing /existing RLAS client matters.
* Carry out duties in a professional and respectful manner, complying with relevant professional standards and any requirement set by relevant regulating bodies that falls under.
* Maintain and develop the skills and attributes necessary to continuously provide a proper standard of service/high quality support internal and externally.
* Ensure work standards are maintained in line with RLAS expected quality assurance standards in addition to internal policies, procedures and systems.
* Where relevant identify and signpost clients to digital tools as an additional benefit to the telephone/email support provided under RLAS.
Profile
* Experience of working in a busy, fast paced call centre/contact centre environment.
* Experience of working in a front facing customer care service environment
* Able to work to competing/multiple demands and deadlines
* Attention to detail necessary as well as accurate information gathering from clients over the phone
* Computer literacy
* Knowledge of Microsoft Office applications
Job Offer
A competitive salary and superb benefits
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