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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 an Advisor.

Role Profile

The purpose of this role is toprovide an efficient and professional service to customers over the phone or online, supporting customer queries, faults, and requests for service, and strive for customer excellence and ensure all customers are dealt with efficiently and in a welcoming and friendly way.

Key responsibilities include:

• Act as a single point of contact for customers for both inbound and outbound calls and online channels
• Provide end to end support for a range of customer issues, providing support and advice on technical and general customer queries as well as service and sales support
• Be articulate when providing information on the company's products and services, and other ancillary services or offers available
• Provide an excellent customer experience by advising and actively promoting products and services, thereby enhancing sales, and making retaining the customer a priority
• Ensure all customer interactions are completed successfully or that the next steps in any process have been made clear for the customer so that they are confident in the company's ability to meet their needs in a timely way
• 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
• Accurately complete order requests as required so that other departments can complete their actions for the customer quickly and accurately
• 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
• Proactively inform the engineering team and products team of any major customer affecting issues as they emerge in a timely manner
• Understand and comply with the licence and other regulatory rules applying to the position
• Understand and comply with the Data Protection Law as it relates to the position
• Undertake security awareness training covering information security, data protection, financial crime and payment card data and comply with their information security responsibilities. This awareness training includes understanding of the incident reporting process to be followed in the event of the employee suspecting, causing, or discovering an information security incident

Person Profile

• A passion for putting the customer first and achieving customer focussed outcomes. High levels of empathy and experience of working in a customer facing role
• Superb telephone manner and listening skills
• Excellent communication skills, both verbal and written, with the ability to translate the complex into more easily understood terms
• Self-motivated and driven to take responsibility for customer issues, seeing them through to completion
• Happy working alone or as part of a team, possessing strong relationship skills
• Willing to work outside normal working hours to provide customer focused support shifts
• Well organised and methodical, driven to produce accurate and quality work
• Demonstrate an interest in current and future technology
• Smart appearance and ability to promote the company's progressive image and high standards of customer care

Desirable

• Experience of working in a technical role
• Sales experience an advantage
• 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
• Cheerful and optimistic attitude to work
• Calm and controlled under pressure