Job Description

My client is one of the largest insurance brokerage and risk management organizations in the world. We provide award-winning employee benefit consultancy services to employers throughout the UK and around the world, designing modern and compelling benefit programmes to help them achieve their strategic business objectives.

Responsibilities

• Supporting the help desk team
• Ensure customer service is timely and accurate on a daily basis
• Logging queries
• Coordinating fixes and liaising with 3rd party Engineers as required
• Set specific customer service standards.
• Contribute to improving customer support by actively responding to queries and handling complaints
• Responding to queries via chat, email, or phone
• Training other staff members on troubleshooting and diagnosing problems
• Resolving problems with networks and other computer systems
• Following up with customers to ensure full resolution of issues
• Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods
• Running reports to analyze common complaints and problems

Required Knowledge, Skills, and Abilities

Good interpersonal and communication skills in order to interact with individuals and groups. Strong customer service skills. Good team player who also works well on their own. Well organized and methodical; able to deal with interruptions. Able to priorities busy workload and resolve problems quickly under pressure. Good troubleshooting skills using all available resources (Google, forums, product manuals etc.).