Company:
Pyramid Consulting, Inc
Location: Cardiff
Closing Date: 17/10/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Job Title – Customer Support Specialist
Location- 100% REMOTE Duration- 6+ months Fixed Term Contract
Job Description:
Educational / Professional Qualification Near native (interpreted as CEFR level C1) or native relevant market language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems Previous experience in an outsourced customer service environment is of advantage.
Work Experience / Responsibilities Handle phone calls with customer queries and provide resolution to end users Record case resolutions in the contact center tool based on client communication via phone, email, chat etc. Ensure that cases are resolved within case life cycle, as per individual balanced scorecard Escalate priority issues per client specifications to the immediate lead as applicable Work independently and within a team Communicate well with internal and external contacts Provide exemplary customer satisfaction Meet quality standards on all handled contacts Complete hours of staffed time on all rostered days Handle contacts while maintaining the targets defined for the project: response time, handle time and resolution rate aligned with Project KRAs. Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI Attend trainings as required
Benefits include: Company pension Employee discount Health & wellbeing programme Life insurance Private medical insurance Referral programme
Location- 100% REMOTE Duration- 6+ months Fixed Term Contract
Job Description:
Educational / Professional Qualification Near native (interpreted as CEFR level C1) or native relevant market language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems Previous experience in an outsourced customer service environment is of advantage.
Work Experience / Responsibilities Handle phone calls with customer queries and provide resolution to end users Record case resolutions in the contact center tool based on client communication via phone, email, chat etc. Ensure that cases are resolved within case life cycle, as per individual balanced scorecard Escalate priority issues per client specifications to the immediate lead as applicable Work independently and within a team Communicate well with internal and external contacts Provide exemplary customer satisfaction Meet quality standards on all handled contacts Complete hours of staffed time on all rostered days Handle contacts while maintaining the targets defined for the project: response time, handle time and resolution rate aligned with Project KRAs. Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI Attend trainings as required
Benefits include: Company pension Employee discount Health & wellbeing programme Life insurance Private medical insurance Referral programme
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Pyramid Consulting, Inc
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