[ref. q53737020] Capgemini - Customer Service Advisor - Out of Hours

Hours: Night shifts are 1800 - 0700 and Day shifts are 0700 - 1800

Typical shift pattern is a 3-week rotation:

• Mon
• Off, Tues - Off, Wed
• Off, Thu - Night, Fri
• Night, Sat
• Night, Sun
• Night

• Mon
• Off, Tues - Off, Wed
• Off, Thu - Off, Fri
• Off, Sat - Day, Sun
• Day

• Mon
• Night, Tues
• Night, Wed
• Night, Thu
• Off, Fri - Off, Sat
• Off, Sun - Off

• Respond to incoming requests via telephone, email, and web chat
• Log all requests in the appropriate call logging software
• Assign calls to relevant support teams
• Action Back Office requests as and when required
• Advise customers and support teams of known problems/workarounds
• Ensure customers are kept updated with the progress of their request
• Contribute to overall achievements by maintaining agreed personal targets

• Effective communication skills, both verbally and in writing
• Genuine passion for delivering exceptional customer service
• A keen willingness to learn and adapt
• The ability to work both independently and in a team environment
• Strong analytical skills
• Ability to work under pressure