Customer Support Analyst

Position: Customer Support
Location: London, UK
Duration: 6 Months contract
Remote
Danish Speaking

Job Spec:

Responsibilities:

• Provide day-to-day operational customer service via inbound calls and web support via live chats, email and portal activities.
• Process service orders, answer questions, troubleshoot basic mobile phone issues, maintain account information.
• Communicate and collaborate effectively with all team members, keeping the team informed of issue status by sharing information through communication tools provided by the client.
• Meet and improve schedule guidelines (log in, breaks, avail and on call handling time, etc.).
• Demonstrate reliable attendance to avoid additional stress to team members, logging in and being available at the start of scheduled shift.
• Complete assigned tasks accurately and within required customer assigned Service Level Agreements.
• Utilize resources to manage transactions, escalating issues appropriately.
• Manage personal and customer support inboxes effectively and respond quickly to end user requests based on service standards set for each customer.
• Maintain a comprehensive understanding of account goals and processes by retaining information, asking questions, understanding SLA’s and account expectations.
• Display professional, positive, and courteous phone etiquette.
• Resolve caller's issues accurately and efficiently to minimize call backs.
• Understand and proactively address user's concerns, identifying the root of the issue.