A leading IT services company is looking for a dedicated Customer Service Advisor to join their team. This role is an excellent opportunity for someone who is passionate about customer service and interested in IT, as it involves supporting clients through inbound calls, emails, and ticketing systems. The Customer Service Advisor will be a crucial part of the support team, ensuring customers receive prompt, effective resolutions to their technical queries and issues.
Role Overview:
As a Customer Service Advisor, you will handle customer inquiries and provide technical assistance with professionalism and efficiency. You'll work across multiple communication channels including calls, emails, and tickets to troubleshoot and resolve issues or escalate them to the appropriate teams. The ideal candidate is an excellent communicator with a proactive approach to problem-solving, eager to contribute to a positive customer experience.
Key Responsibilities:
- Customer Support: Respond to customer inquiries via phone, email, and ticketing systems, ensuring a timely and accurate resolution to each issue.
- Ticket Management: Log, prioritise, and track support tickets from inception to resolution, following established processes and maintaining detailed records.
- Troubleshooting: Identify, analyse, and resolve common technical problems, working within SLAs to provide efficient support.
- Escalation Management: Escalate complex issues to the relevant technical teams, ensuring proper documentation and follow-up to keep customers informed.
- Customer Communication: Maintain a professional, empathetic approach in all interactions, keeping customers updated on their ticket status and expected resolutions.
- Collaboration: Work closely with other departments to deliver a seamless customer experience and improve overall service levels.
Skills & Qualifications:
- Prior experience in a customer service or helpdesk role, ideally within IT services or technology support.
- Strong communication skills, with the ability to clearly explain technical information to non-technical users.
- Experience working with ticketing systems and managing multiple communication channels.
- A problem-solving mindset, with excellent organisational skills and attention to detail.
- Basic technical understanding of IT services, software, and common troubleshooting steps is a plus.