Remote Question Routing Specialist

Hrs Talent Solutions; Birmingham; Remote; GBP 34,000 - 37,000; Full time

Job summary

Hrs Talent Solutions is seeking a Question Category Routing Assistant to classify customer enquiries remotely. You will sort messages by subject, check references, and route them to the correct queue to enable swift responses.

The role emphasizes accurate handoffs over solving the issue yourself. You will follow the routing guide, note uncertainties, request missing references, and ensure the case remains understandable for colleagues.

Qualifications

• Read each message in full before routing
• Identify the customer reference and two separate issues when present
• Write a concise, unchanged handoff note for colleagues

Responsibilities

• Read the entire message before assigning it to a queue
• Check for a supplied reference and note multiple issues
• Follow the routing guide to choose a destination
• Write a short note preserving the original question
• Request missing references if needed
• Ensure the handoff is clear without repeating every line

Skills

Reading attentively

Clear sentence construction

Basic computer skills

Customer service exp

Job description

Hrs Talent Solutions is seeking a Question Category Routing Assistant to classify customer enquiries remotely. You will sort messages by subject, check references, and route them to the correct queue to enable swift responses.

The role emphasizes accurate handoffs over solving the issue yourself. You will follow the routing guide, note uncertainties, request missing references, and ensure the case remains understandable for colleagues.