Online Systems Customer Support Advisor
To provide effective solutions to enquiries, complaints and problems received from customers. Locate delayed items in order to facilitate their prompt delivery; ensuring the customer is kept informed of all developments. Liaising with other teams and updating both internal systems and the customer and to provide responses to enquiries from our customers. Send those enquiries on behalf of our customers to contract and account managers.
*On a day-to-day basis deal with enquiries concerning all aspects of contract and WDMO queries as well as our APP, internal systems and internal systems
*Liaise with i.t development team, BDM's, account managers/contract managers and other teams/dept's inc Billing
*Meet agreed targets for completion of work in CRM.
*Represent the business in a professional and efficient manner at all times.
*To ensure effective use of available resources by organising and monitoring workload.
*To use in house systems to answer & send traces including updating with information received.
*To ensure customers receive regular updates.
*To assist other team members and other teams when required.
*Excellent communication skills with the ability to communicate at all levels.
*Excellent telephone manner.
*Strong problem solving skills with the ability to work under pressure and meet tight deadlines.
*A willingness to accept responsibility and meet deadlines with the minimum of supervision.
*A flexible approach to work and ability to work as part of a team with a genuine commitment to providing a quality service.
*Ability to deal with difficult customers and situations.
*Good listening and interpersonal skills.
*Experience of working within a service industry or helpdesk would be advantageous.
*Knowledge of carrier service and operations would also be advantageous.