Customer Service Advisor Job
Job Details
| Job Name | Customer Service Advisor |
| Company name | BSI |
| Salary Package | in tha post |
| Job experience | in tha post |
| Qualification Required | in tha post |
| Job Type | Full-time · Entry level |
| Location | United States Remote |
| Employment Type | in tha post |
Customer Service Advisor Job Description
Great that you’re thinking about a career with BSI!
BSI is hiring a customer service advisor (known internally as Assisted Services Advisor – Regulatory Services) to provide outstanding support to clients as they navigate our online portal. This role is entry-level, home-based and paid hourly, ideally located within Eastern or Central time zones. Work hours are 8:30-5:30pm EST with a one-hour unpaid lunch break. Ideal candidates are tech savvy, organized, efficient, and personable.
Assisted Services Advisor Responsibilities:
Portal Service Support
- Provide an efficient and high-quality service, interacting with clients primarily through the Regulatory Services (RS) Portal, triaging and routing all queries (system and non-system related) to the appropriate team/individual as required, managing cases
- Act as the primary interface between the client and BSI for system queries by:
– Accurately logging the client system query
– Raising an IT ticket and case number, for IT to resolve
– Capturing the details of the query from the client, that will enable IT to diagnose and resolve the query
– Driving and tracking the resolution of the ticket against the client and IT SLAs, keeping in close contact with IT
– Keeping the client informed of status and progress to resolution
- Act as the primary interface between the client and BSI for system queries by:
– Accurately logging the client system query
– Raising an IT ticket and case number, for IT to resolve
– Capturing the details of the query from the client, that will enable IT to diagnose and resolve the query
– Driving and tracking the resolution of the ticket against the client and IT SLAs, keeping in close contact with IT Customer Service Advisor Job
Keeping the client informed of status and progress to resolution
- Handle client complaints in relation to the portal, utilizing existing procedures, taking corrective action and escalating as required
- Develop and maintain a sufficient working knowledge of the relevant internal systems to enable service delivery
Analysis/Performance Improvement/Reporting
- Develop/utilize existing mechanisms for gathering client feedback with regards to portal and service performance
- Perform analysis on client portal queries raised, utilizing the data from a variety of sources together with any client feedback gathered, to assess performance, derive insights and lessons learnt, identify opportunities for improvement, and produce reports/presentations to support improvement activities
Portal Support Development
- Work with management in order to:
– Champion and drive the areas identified for improvement, developing the role further in order to improve client satisfaction
– Play an active part in informing portal development and the development of the future service management capability
Read Also:
People/Cross-Functional Working
- Stakeholder Relationships: Build strong working relationships with IT, relevant Business teams and other key stakeholders in order to deliver query resolution performance within the SLA, as well as improving performance in areas that have a positive impact on client satisfaction
- Business Understanding: Develop understanding of the RS business as it relates to service management through the portal, its aims and operating environment, in order to help RS develop its service support capability Customer Service Advisor Job
What you need to be successful:
- High School Diploma
- IT literate and competent in the use of the Microsoft suite of tools, specifically Excel and PowerPoint.
- Service management background, with experience in client facing service support and managing client queries
- Excellent written and verbal English communication skills
What we offer:
BSI offers a competitive salary, group-sponsored health and dental, short-term and long-term disability, a company-matched 401k plan, company paid life insurance, 11 paid holidays and 4 weeks paid time off
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