For a UK based MNC in IT sector is looking for Customer Service Specialist with 2+ years experience.

Skills

• Good Verbal and Written Communication
• Time Management
• Monitoring
• Customer support
• Customer Relationship

Requirements

• Job Role Customer Service Specialist
• Job Type Full Time
• Workplace Type Hybrid
• Industry Human Resources Services

Secondary locations

About

Not provided

Responsibilities

• Progress chasing on high and medium escalated cases to ensure progression, post escalation, right through to resolution.
• Continuous review of customers with cases of SLT >50% in an ‘In Progress’ status.
• Review monitors on Incident Reviews dashboard and takes proactive action where required.
• Actively monitor cases associated with an account escalation and ensure timely progress is being made.
• Proactively review ‘In Progress’ cases to ensure correct status has been applied to prevent SLT ‘leakage’
• Identify trends from customers who may benefit from additional services such as training.
• Sharing relevant information with resolution team colleagues, making self and others aware of data related to tasks and activities necessary to  progress cases andhighlighting roadblocks when necessary to the customer resolutions manager.
• Keeping case records clearly and accurately up to date

Other Requirements

• Good written and verbal communication skills - builds effective working relationships with all service delivery teams and stakeholders, built on trust and common goals.
•  Excellent time management skills to deflect case escalations
•  Highly organized with the ability to manage multiple competing priorities
• Ability to interpret information, identify risk and provide feedback in a clear and concise manner.
• Personal flexibility, a hands-on approach and the ability to influence others to achieve results
• High levels of resilience, ownership and determination
• Understanding of organizational structure and the escalation processes within all UK and IE business units.

• Reports to: Team Leader – Customer Support

• UK shift 1 to 10 pm or 2 to 11pm (Fixed)

• Interview mode: Offline/online

• Salary: Up to 5lpa + other benefits

• Experience: Minimum of 2 years of experience in International Voice Process

• Education: Bachelor’s degree (mandatory)

Good to have

Not provided

About the Company

18 steps consultants is a recruitment consultancy based out of Kerala, India. We cater to various industries and provide hiring assistance at all levels.