Posted: 21 February
Offer description
Trusted Advisor for Allstate
In this role, you will provide a world-class service to Allstate agents and employees globally.
* Responding to incoming calls or chats as first point of contact for clients with IT or product related problems
* Diagnosing, documenting, and/or resolving issues by providing the appropriate resolution or following the escalation procedure
* Following knowledge management principles (Knowledge Centered Support methodology) by translating customer information into valuable and usable knowledge documentation
* Engaging in a Continuous Improvement (CI) environment
* Offering the customer an effortless experience with an emphasis on First Contact Resolution through timely and effective resolution of their issue
Essential Skills:
* Fluency in French and English, both written and spoken
* GCSE English and Mathematics at Grade C or above (or equivalent)
* 1 year's previous work experience
Desirable Skills:
* Previous experience of working in a Service Desk role is preferred but not essential
* Previous customer service experience in any employment sector
About the Role:
This is a dynamic technical support centre environment where interactions with our customers are through either a Chat or a Call platform.
Initial training will last for 2 weeks, with a staggered training and development plan delivered throughout a 6-month period. You will receive continued support from the mentor group, your team manager, and the quality team throughout your training.
The typical hours of work are 1pm-9pm or 2pm-10pm, however flexibility is required. A rotational weekend shift on either a Saturday/Sunday every 4-5 weeks with flexibility is also required.
