Customer Help-desk Advisor
Posted on Jan 21, 2019 by Anonymous
As a Customer Account Coordinator you will be part of a team that is jointly responsible for managing a set client base, ensuring that customer queries are being dealt with promptly and efficiently, with a strong focus on first call resolution and excellent customer service.
You will be responsible for all aspects of service that relates to your customer base; taking phone calls, corresponding via e-mail, keeping the customer updated on progress of matters and processing requests.
Your duties will include:
* To provide Helpdesk style support and advice, via telephone and email correspondence, to our customers with the aim of providing the best customer service in the industry
* To liaise with relevant data providers for all search queries to ensure the smooth running of the search ordering process
* To ensure all instructions are processed correctly, dealing with System Errors and Rejections in an efficient and timely manner
* Ensure that client's queries are dealt with and actioned on a regular basis, in accordance with the Helpdesk KPI's (Assigns, Call Updates, Changed When's and Emails)
* To follow company quality procedures
* To implement and coordinate orders for bespoke services such as Portfolios, maintaining communication with clients and Data Providers throughout
* To improve client relations through the efficient communication with customers and work colleagues
* Excellent customer service skills and excellent telephone manner.
Proficient communication skills.
Quick and accurate data entry skills.
* Ability to work well under pressure.
* Ability to be extremely organised and have good attention to detail.
* Able to work flexibly and under pressure to meet deadlines and targets.
* Ability to work closely with other departments.
* Operate as a strong team member taking the lead when required and contributing fully to the success of the team.
* Computer literacy to include Outlook, Word and Excel.
* Previous success and experience in an administrative role.
* Able to show good use of initiative
Rark Solutions ltd
KHR Recruitment Specialists