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You must be a fluent Welsh speaker - this is a fully remote role
- You will be responding in a friendly, supportive, and timely manner to all customers who make contact via telephone, email or written communication or via system generated tasks.
- Answer calls from Welsh and English speaking Customers
- Deal with written communications from Welsh and English Speaking Customers
- Support service delivery with administrative / data entry tasks to ensure all SLAs are achieved.
- Provide customers with accurate, relevant and useful information regarding all aspects of company services.
- Acting as the first line of support, triaging customers’ technical queries through identification of the problem itself, fault logging and signposting accordingly.
- Ensure that all customer queries are fully resolved or escalated through the appropriate channels.
- Ensure the complete and effective resolution of customer’s immediate queries or concerns at first point of contact.
- Contact customers using structured communications, adopting an empathetic and consultative approach
You will be:
- Able to communicate fluently in Welsh and English
- Proficient using IT, including but not limited to Microsoft packages.
- Excellent Communication skills both verbal and written.
- Good problem-solving skills and a focus on quality
- Understanding of confidentiality and handling sensitive data
- Flexible, adaptable, and able to multi-task and multi-skill if and when required.
- Self-motivated with a positive attitude.
- Able to pay attention to detail with focus on quality for data entry input.
- Ability to work toward targets.
A background in customer service and the ability to work in a confidential manner with sensitive data is desirable
