First Line Support

Excellent NEW Role Available

First Line Customer Support

Full Time - Based in Wolverhampton

12.24 per hour

Rota Basis - Working hours between 5:00am - 11:00pm

Temporary to permanent

Our client is currently recruiting for their First Line Customer Support team, you could join their progressive company based in Wolverhampton. This is a fantastic opportunity to join a growing business that offers flexibility and hybrid working. If you have customer service experience, then this role could be for you!

Role Summary

• Acting as the first point of contact to both internal and external customers.
• Managing incoming telephone calls/queries to client SLA standards.
• Managing outgoing telephone calls/queries.
• Managing customer e-mails to company quality standards.
• Logging incoming calls and emails into incident ticketing tool.
• Provide initial assessment of all incidents/requests, attempt to resolve, and/or refer to other support areas.
• Maintain high level of first-time fix rate to achieve Service Desk targets.
• Maintain detailed and accurate records of actions taken to support the incidents resolution.
• Maintain clear communication in line with company guidelines.
• Identify major incidents and escalate where required.
• Monitor all outstanding tickets and proactively manage personal workload.

Ideal Criteria

• Experience in a similar role is ideal bringing transferable customer service skills.
• Basic computer skills are required - confident use of MS Word, Excel, and Outlook to a basic standard.
• Ability to create new letters, use spread sheets to capture and store data in a clear and logical manner.
• Excellent people skills are essential.
• Ability to manage own workload and take a proactive.
• Willingness to provide flexibility with shift rota patterns, as required by the business.

Further Details

• You will be provided with a rota in advance of your shifts, which will be of a varying hours and pattern. Rota will include 5 working days with 2 rest days however the rest days may not be consecutive.
• Flexibility around scheduling patterns is required to ensure service levels are maintained and hours are allocated fairly.

If the above sounds of interest, please apply directly to the advert with your most UP TO DATE CV to best demonstrate your relevant experience - Adecco will make every attempt to contact individual applicants however in some cases this may not be possible and therefore we reserve the right to close the advert should sufficient applications be reached.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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