Customer Service Advisor

Customer Service Advisor (work from office) - Newcastle NE27 0BY, Cobalt Business Park, Mercury House6 months (view to go perm) - £12 to £13 per hour (PAYE) - 7.5 hours a day, 37.5 hours per weekResponsibilities:Answers contacts promptly and professionally.Log or validate all contacts on the provided case/call logging system.Resolve customer queries using the relevant tools and systems.Manage end-to-end all contacts logged, providing regular updates to customers on ticket status.Invoke escalation procedures within defined time frames.To comply/complete desk-specific or ad-hoc requests/tasks/training.Ensure quality standards are adhered to regarding both cases and calls.Continuous documentation validation.Proactively seek support from the escalation team via appropriate methods as required.Escalate tickets to another resolution team for validation and further escalation.Monitor ticket queues and handle tickets appropriately.Provide support to multiple desks and accounts if required under CSI (Cross Skilling Initiative).Proactively contribute to the achievement of service desk SLAs.