SLA-Driven Customer Escalation Agent

News Corporation; Glasgow; Hybrid; GBP 22,000 - 26,000; Full time

Job summary

News Corporation in Glasgow seeks a Customer Service Agent to manage escalated enquiries within the customer service department, communicating effectively with customers and stakeholders to resolve issues within agreed timelines.

This is a 2-year fixed-term contract. The role involves processing orders, handling calls, owning customer issues, and improving the overall service experience while ensuring accurate documentation and SLA adherence.

Qualifications

• Proven work experience in a similar type of role focused on customer service.
• Excellent knowledge of management methods and techniques
• Experience working closely with clients and customers
• Experience handing customer issues and complaints professionally and efficiently
• Enthusiastic and proactive
• Complaint resolution
• Work collaboratively with relevant stakeholders
• Organised and efficient
• Resilient and able to work under pressure
• Results and targets focused

Responsibilities

• Processing orders and taking calls from our customers when needed
• Taking ownership of customer issues, escalations, or complaints in a professional and timely manner
• Enhancing customer service experience wherever possible
• Keeping accurate records and documenting customer service actions
• Managing volumes to achieve daily department SLA’s

Skills

Customer service

Escalation management

Stakeholder comms

Complaint resolution

Record keeping

Prioritization

Calm under pressure

Team collaboration

Organised

Results focus

Job description

News Corporation in Glasgow seeks a Customer Service Agent to manage escalated enquiries within the customer service department, communicating effectively with customers and stakeholders to resolve issues within agreed timelines.

This is a 2-year fixed-term contract. The role involves processing orders, handling calls, owning customer issues, and improving the overall service experience while ensuring accurate documentation and SLA adherence.