Customer Service Specialist

HireRight ,
London, Greater London
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Job Description

Description The Customer Service Specialist I works with clients and their applicants to facilitate accuracy and timely resolution to their requests. Individuals in this role respond to inquiries via phone, e-mail or instant chat. Each request must be handled professionally and in a timely manner, adhering to company policies and procedures. Responsibilities: Work in multi-channel support environment of phone, emails, and/or online live chat. Field and resolve issues of low to moderate complexity; escalate more difficult issues Handle routine support activities such explain results (for a credit report, driving record, etc.) to clients or applicants, instruct users on entry into online applications, perform ad hoc data entry, build reports, perform basic account administration functions, make requests for additional items to support an investigation, distribute mail and faxes, and other functions as assigned Provide great customer service to ensure every contact feels they are important. Ensure adherence to Guidelines, regulations and processes where applicable while exercising judgment and reasoning abilities in order to solve problems. Identify and send new sales leads (such as current client referrals) to a Business Development Manager. Education: H.S. Diploma Required Associates Degree or Higher Preferred Experience: Minimum 2 years Customer Service/Retail/Service OR 2 Years in Background Screening or other regulated industry Strong computer skills, including internet, Word, Excel, Outlook and PC Based applications. Excellent written and verbal communication skills in English including proper grammar. Typing at 30 WPM Listening Skills Strict Confidentiality Standards Ability to adhere to processes, procedures and guidelines during the execution of tasks and assignments. Demonstrated ability to provide a high level of quality customer service Knowledge & Skill: Entry level for support roles with no or very little prior experience. Works on simple and repetitive routines in standardized work. Acquiring basic skills of basic routine operations, following step-by-step procedures requiring little or no previous experience. Daily supervision is required. Does not need to know about the organization in order Scope of Impact: Works under direct supervision and follows standard procedures to accomplish assigned tasks. Follows step-by-step routines or has careful oversight by others. Qualifications Behaviors Preferred + Enthusiastic: Shows intense and eager enjoyment and interest + Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well + Team Player: Works well as a member of a group

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