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The Customer Service Representative role is there to assist our customers; to resolve account queries, share information about our build phases, fibre-internet and generally be there to listen and assist with all of our customer's needs.
Client Details
Our client is a UK-based fibre optic internet service provider. With a focus on bringing the best digital connectivity to those living and working in communities across the UK, our roots, quite literally, are in fibre, with a clear mission to connect people to a better, fibre-enabled broadband experience.
Description
The Customer Service Representative role is there to assist our customers; to resolve account queries, share information about our build phases, fibre-internet and generally be there to listen and assist with all of our customer's needs. The Customer Service team is also able to sign-up interested customers, for which commission is paid, with no cold-calling whatsoever. Working on handling calls, emails and live-chats, our client is looking for bright, enthusiastic individuals who want to help others in order to grow our team.
Are you an independent thinker, friendly, proactive, with strong customer service skills? And are you interested in working in a changeable and developing organisation?
Profile
Customer Service Function:
- Deal with customer requests & queries through all methods of customer contact.
- Communicate with customer queries patiently and resolve the issue efficiently.
- Escalate any issues internally and appropriately to ensure customer issues are resolved.
- Respond to the problems of the customer in a timely and efficient manner.
- Look after customer accounts and update their transaction status when required.
- Draft the necessary documents, letter or statements, as required by the customer and inline with internal process.
- Maintain up to date records of customer interactions, ensuring updates and resolutions are detailed.
- Coordinate with other internal departments to find solutions and resolve customer issues.
- Any other reasonable duties requested as directed by management.
- Satisfactory completion of a basic Data and Baring security Checks (DBS) or other in country security checks.
Customer Service Skill:
- Should have great communication skills: listening, written and verbal communication.
- Should be able to understand relevant data and be attentive to detail.
- Should exhibit patience when communicating with the customer and remain composed.
- Should be flexible to the customer requirement.
- Take ownership in resolving customer issues and ensure customer satisfaction.
- Demonstrate a can-do attitude with the ability to remain focused in a busy environment.
Technical Skills:
- Should have excellent computer skills.
- Should have an excellent understanding of social media channels.
- An understanding of the telecoms industry and associated supply chain.
- Able to resolve 1st Line IT issues.
- Able to troubleshoot technical detail, to analyse, and pass to the appropriate resolver group.
Training and development:
- Full training will be provided for this customer service role.
- You will be encouraged to learn and develop your skills in all relevant areas that support the business in line with the company's values detailed below.
Job Offer
- Salary is £22,000 rising to £23,000 after probation. Then rising to £24,200 after successful quality checks
- Hours are Monday to Friday working between 08.00 - 20.00 (Working 1 in 4 Saturday 09.00 - 16.00)
- Private Medical Insurance
- Health Cash Plan
- Pension
- 25 days annual leave + bank holidays
- Keele University campus benefits (incl. discounted gym membership)
