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Overview

Our Client are a leading communications brand with an outstanding reputation for customer service and value commitment. An opportunity has now arisen within their Customer Service team as a Customer Service Advisor.

The Customer Service Advisor will be responsible for:

• Be the first line of customer support, answering calls and online enquiries for a range of customer issues providing support and advice on technical and general customer queries
• Provide general support for products and services including but not limited to: Sales, Service, Provisioning, Billing, Payments, Faults, Assistance, Conference Bureau and Mobile help desk
• Provide routine administration including but not limited to: customer registrations, data input and maintenance of customer data in internal systems, reporting and additional activities as required
• Single point of contact for the customer, providing end to end support in an accurate, professional and timely manner by phone, email, web chat and social media. Giving a first contact resolution on issues/questions for all products wherever possible
• Undertake training to operate all systems in the Contact Support Centre in order to resolve such customer enquiries
• Record, interrogate and diagnose customer issues / faults for all "General" services, provide information or a first call resolution when possible; to decide upon and implement correct procedures to ensure a solution
• Take payments and resolve customers normal billing enquiries
• Manage conference calls and bureau services
• Provide an excellent customer experience by advising and actively promoting products and services, thereby enhancing sales and making retaining the customer a priority
• Proactively inform the CTIO engineering team and Products team of any major customer affecting issues as they emerge in a timely manner

The ideal candidate for the Customer Service Advisor role will have:

• Excellent customer focus, empathy and experience of working in a customer facing role
• Superb telephone manner and listening skills
• Good communication skills, both verbal and written, particularly in regards to using appropriate levels of communication to a varied customer base
• Strong relationship and networking skills
• Willing to work outside normal working hours to provide customer focused support shifts
• Ability to produce accurate, good quality work.
• Competent word processing and document formatting skills
• Well organised and methodical
• Demonstrate an interest in current and future technology

Desirable

• Experience of working in a technical role
• Eager and quick to learn new skills and technologies.
• Appreciation of the telecommunications market and customers
• Able to use their initiative to tackle a broad range of problems
• Ability to work either as part of a team or independently as and when required