Helpdesk Customer Service Advisor

Job Description

We are seeking a proactive and customer-focused individual to join our team as a Helpdesk Customer Service Advisor. The role will involve managing and resolving customer queries and issues raised via email, telephone and live chat, ensuring a high standard of service and timely resolution. You will act as a key point of contact for customers, maintaining strong relationships and delivering effective solutions.

Key Responsibilities

• Manage and respond to customer tickets submitted via email in a timely and professional manner
• Investigate and resolve customer queries, issues, and complaints effectively
• Prioritise incoming tickets based on urgency, impact, and service level agreements (SLAs)
• Maintain accurate records of all customer interactions and actions taken within ticketing systems
• Liaise with internal teams to resolve complex issues where required
• Provide clear and concise communication to customers, keeping them informed of progress
• Identify recurring issues and escalate or suggest improvements where appropriate
• Ensure compliance with internal processes, policies, and quality standards
• Support the wider team with ad hoc tasks and actions to ensure smooth day-to-day operations

 

Qualifications

• Previous customer service experience
• Live chat experience

Additional Information

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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