Job Description

The Customer Service Team provides front-line support to customers through inbound and outbound calls, email and online queries. The team are proficient in dealing with telecom and broadband service queries and fault diagnostics, customer billing queries and order processing.

The role of the Customer Service Executive is to give our client's Members a tailored customer service experience, dealing with calls in an efficient, professional and friendly manner, taking ownership of issues while striving to resolve these at first point of contact.

Responsibilities:

• Ensure customer calls and queries are answered promptly with a focus on first call resolution.
• Track and take ownership of all queries ensuring follow through until resolved.
• Provide a high standard of customer service within a member-focused team.
• Provide level one technical support for fixed line phone and internet services, including troubleshooting service issues and talking customers through technical queries in a clear concise manner.
• Accurate and efficient data entry and order processing.

Requirements:

• Excellent call handling skills and strong communication skills.
• Demonstrate excellent attention to detail.
• Show initiative and be able to work to tight deadlines.
• Be customer focused, pleasant, and professional at all times.
• Ability to articulate detailed technical instructions.
• Strong technical knowledge of PCs, laptops, tablets, and smartphones to assist with troubleshooting technical queries.
• Customer service experience within the utility sector is essential. Min 1 year experience required.
• Telecom and broadband technical support experience is an advantage but is not essential as full training will be provided.



Hours & Salary:

• 25,000
• 2,000 bonus (based on performance)
• Services operate on a shift basis. Hours of work in Customer Service are 9.00am - 5.00pm, 9.30am - 5.30pm or 10.00am - 6.00pm on a rota basis. You will be required to work one of four Saturdays per month 10.00 am - 2.00 pm on a rota basis.