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Client:
Talent Solutions RPO - Abrdn
Location:
Edinburgh, United Kingdom
Job Category:
Customer Service
EU work permit required:
Yes
Job Reference:
9e4c37e204bd
Job Views:
4
Posted:
19.03.2025
Expiry Date:
03.05.2025
Job Description:
What you'll be doing:
1. As our customer's first point of contact, you will be the friendly voice of the company, providing exceptional customer service and troubleshooting through our telephony and digital support channels.
2. You will support outbound calls to our clients, assisting them with actioning requests, updating information, and providing support.
3. After a period of time, you'll move to our inbound calls and support a varied number of queries.
4. You will receive, listen, and promptly respond to customer queries using your expertise, creativity, and passion to meet their needs.
5. Utilise your digital expertise to support in driving customer adoption and speed of response in achieving right first-time resolution.
6. Maintain experienced knowledge and awareness of the market we operate in, keeping up to date with the digital marketplace to ensure expertise is translated into creative solutions.
7. Champion the customer by providing valuable feedback to support continuous improvement through root-cause analysis and tracking general patterns.
8. Report issues to IT to reduce failure demand as quickly as possible.
9. Support our customers in becoming Digital Adopters, being an advocate of our systems.
To be successful in this role you will need: (minimum experience/requirements)
1. Proven experience in a customer service role, with responsibility for the customer's experience including comprehensive issue resolution.
2. Digitally savvy, comfortable supporting customers on the phone with strong digital literacy and knowledge.
3. Excellent verbal and written communication skills and ability to influence key partners.
4. Very good problem-solving skills - able to find a solution calmly and optimally when presented with a customer request.
5. Excellent organisational skills - able to multitask and sort large amounts of information, record, track, and document with detail and accuracy.
6. A great teammate who is self-motivated and able to work independently in a fast-paced, constantly evolving digital environment.
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