Customer Escalations Specialist - Supply Chain

News Corp; Glasgow; Hybride; GBP 22 000 - 26 000; Plein temps

Résumé du poste

News Corp in Glasgow is seeking a Customer Service Agent to manage escalated enquiries within our customer service team, communicating effectively with customers and stakeholders to resolve issues within agreed timelines. Responsibilities include processing orders, taking calls, owning escalations or complaints, and maintaining accurate records while working to daily SLA targets.

We value resilience, proactivity, teamwork and a customer-first approach to deliver a consistently positive service

Qualifications

• Proven work experience in customer service.
• Strong knowledge of management methods and techniques.
• Experience working closely with clients and customers.
• Experience handling issues and complaints professionally.
• Enthusiastic and proactive.
• Complaint resolution.
• Work collaboratively with stakeholders.
• Organised and efficient.
• Resilient under pressure.
• Results and targets focused.

Responsabilités

• Process orders and answer calls from customers as needed.
• Take ownership of customer issues, escalations, or complaints in a professional and timely manner.
• Enhance customer service experience wherever possible.
• Keep accurate records and document customer service actions.
• Manage volumes to achieve daily department SLA’s.

Connaissances

Customer service

Issue resolution

Communication skills

Stakeholder management

Organised

Pressure tolerance

Target focused

Collaborative

Resilient

Description du poste

News Corp in Glasgow is seeking a Customer Service Agent to manage escalated enquiries within our customer service team, communicating effectively with customers and stakeholders to resolve issues within agreed timelines. Responsibilities include processing orders, taking calls, owning escalations or complaints, and maintaining accurate records while working to daily SLA targets.

We value resilience, proactivity, teamwork and a customer-first approach to deliver a consistently positive service