Our client is seeking a Customer Service Advisor to provide professional and efficient support to customers via phone and online channels. This role involves handling customer queries, faults, and service requests while ensuring a high standard of customer experience. The position requires flexibility, including evening, weekend, and bank holiday shifts on a rota basis.
Job Duties:
- Act as a single point of contact for inbound and outbound customer calls and online interactions, providing end-to-end support for technical, service, and sales queries
- Provide clear and articulate information on products and services, including fibre, broadband, mobile, and ancillary offerings
- Deliver an excellent customer experience by advising on and promoting products and services to enhance retention and sales
- Ensure all customer interactions are completed successfully or that clear next steps are communicated
- Record, diagnose, and resolve customer issues/faults for general services, providing first-call resolution where possible
- Accurately process order requests to ensure timely completion by relevant departments
- Carry out routine administration tasks, including customer registrations, data input, and maintenance of customer records
- Proactively report major customer-affecting issues to the engineering and product teams
- Ensure compliance with regulatory, data protection, health and safety, and security policies
- Undertake security awareness training and follow incident reporting procedures where necessary
Job Requirements:
- A strong customer focus with a passion for delivering high-quality service
- Excellent telephone manner, listening skills, and the ability to communicate clearly both verbally and in writing
- Self-motivation with a proactive approach to problem-solving and issue resolution
- Ability to work independently and as part of a team while demonstrating strong relationship-building skills
- Willingness to work flexible hours including evenings, weekends, and public holidays
- A well-organised and methodical approach with attention to detail
- Interest in current and future technologies
- Professional appearance with the ability to uphold high standards of customer care
- Experience in a technical role, sales experience, and an understanding of the telecommunications market and customer needs (desirable)
- Ability to use initiative in problem-solving and a positive, resilient approach to work
- Ability to remain calm under pressure
What You’ll Love:
Our client offers a dynamic and customer-focused environment where you will have the opportunity to develop your skills in a fast-paced industry. This role provides training and growth opportunities, as well as the chance to work with cutting-edge technology. The company values teamwork, reliability, and customer satisfaction, making it a great place to build a career in customer service.
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