Our client is seeking a Customer Service Advisor to join their Customer Experience team, working 37 hours per week. In this role, you will provide an efficient and professional service to customers over the phone or online, addressing their queries, faults, and service requests. The focus will be on delivering customer excellence, ensuring that all customers are dealt with in a welcoming and friendly manner. Please note that the position involves working evenings, weekends, and bank holidays on a rota basis, with the customer contact centre operating from 8 a.m. to 8 p.m. Monday to Friday and 9 a.m. to 6 p.m. on Saturdays, alongside some public holiday cover as required.
Job Duties:
- Serve as a single point of contact for customers through inbound and outbound calls and online channels, providing end-to-end support for various customer issues.
- Articulate information on products and services, including Fibre, broadband, and mobile offerings.
- Deliver an excellent customer experience by actively promoting products and services, enhancing sales, and prioritising customer retention.
- Ensure successful completion of all customer interactions and clarify next steps in the process for the customer.
- Record, investigate, and diagnose customer issues and implement appropriate procedures to ensure timely solutions.
- Accurately process order requests to facilitate prompt action by other departments.
- Perform routine administration tasks, including customer registrations and data maintenance within internal systems.
- Promote customer relationship management by embodying values and extending customer interactions positively.
- Proactively inform relevant engineering and products teams of any major customer-affecting issues as they arise.
- Understand and comply with applicable licence and regulatory rules, including Data Protection Law and Health and Safety responsibilities.
- Complete appropriate security awareness training related to information security and report suspicious incidents in accordance with established processes.
Job Requirements:
- A strong commitment to customer satisfaction and achieving customer-focused outcomes, demonstrating high levels of empathy.
- Superb telephone manner and active listening skills.
- Excellent verbal and written communication skills, with the ability to simplify complex information.
- Self-motivated and responsible for seeing customer issues through to resolution.
- Ability to work independently or as part of a team, possessing strong relationship-building skills.
- Willingness to work outside normal hours to provide support as required.
- Organised and methodical approach, striving for accuracy and quality in tasks.
- Interest in current and emerging technology trends.
- Professional appearance to represent the progressive image of the organisation.
- Desirable: Previous experience in a technical role or sales, eagerness to learn new skills, knowledge of the telecommunications market, ability to use initiative, a positive attitude, and composure under pressure.
What You’ll Love:
Joining our client means being part of a collaborative team that prioritises customer satisfaction. You will appreciate their commitment to technology and learning, as well as a focus on community and sustainability efforts, creating a rewarding work environment.
Could this be the right opportunity for you? If this opportunity sounds right for you, we’d love to hear from you. Our friendly and experienced recruitment team is here to answer your questions, offer guidance and support you throughout the process. Simply submit your CV in confidence, and our Candidate Manager will arrange for one of our consultants to get in touch to organise an initial meeting, either face to face, via Microsoft Teams or by telephone, whichever suits you best. We look forward to getting to know you and learning more about what you’re looking for.
