Service Centre Agent

4 weeks ago

Selkirk Scottish Borders, United Kingdom Circet IRE & UK Full time

JOB TITLE : Telecoms Service Centre agent

REPORTING TO : Fibre Operations Coordinator

CONTRACT : Full Time, Permanent, Flexible Working Options

Are you passionate about customer service and operations? This could be the job for you

Circet's Service Centre in Selkirk, Scotland, is hiring We are looking for multiple agents to join our service centre and support our Fibre Engineers deliver to customers and clients daily.

JOB PURPOSE:

  • Responsible for ensuring that Circet Home completes as many Fibre jobs successfully daily as possible and then closing jobs down to allow us to bill the clients accurately.
  • Daily managing of Fibre Clients, paying particular attention to request from the clients and escalating these if necessary to the Fibre Operation Coordinator.
  • Handling of Fibre escalations into the department and carrying these out through to a resolution where possible, escalating any serious complaints as per our processes and feeding back to the FOC
  • Reporting directly to the FOC, the FOS will communicate regularly with our Fibre customers, Fibre client contact centres engineers and Supervisors throughout the UK via both inbound and outbound service calls, e-mail and webchat.
  • The FOS will be responsible for all Fibre engineer processes such as Start My Day, Timeslot Adherence, Engineer Utilisation and End My Day. They will review all jobs complete by their engineers to ensure the forms match the action undertaken on site, that all stock is recorded and that notes and signatures are captured. If any information is missing they will liaise with the engineer to capture this.
  • FOS will also react to issues as they arise and take corrective action, this might include updates to customers or escalation to Fibre Supervisors/Client Liaison Managers.
  • FOS will ensure they have a good working relationship with the Fibre Supervisors, Fibre manager and Client liaison to allow any discussions surrounding in day issues and follow correct escalation procedures

RESPONSIBILITIES :

• Deliver outstanding customer service to our Fibre clients.

• Provide key support to our engineers and Supervisors.

• Manage the Fibre engineer’s day efficiently.

• Answering calls on the Fibre Line.

• Proactively update customers and engineers when issues are identified.

• Have good attention to detail when checking forms associated to each job.

• Take ownership of the tasks allocated to them daily, escalating problems where necessary.

• Ensure any failed appointments are contacted and retained where applicable (client dependant).

• Dynamically move workload between engineers in the team.

• Call customers post visit to determine the levels of customer service provided where applicable (client dependant).

• Handling e-mails and calls from clients via the Fibre Mailboxes.

• Booking in work on behalf of our Fibre Clients on request.

• Sourcing stock at short notice.

• Liaising with other departments to allow for Fibre jobs to be undertaken within SLA’s.

• Covering Jeopardy jobs and providing clients with information regarding completed work vs jobs that may rescheduling/fail.

• Dealing with escalations and finding the best resolution to issue that may arise.

• Verification of Fibre jobs and accurate reporting

• Ensuring complaint cases are carried out through to resolution

• Responding to client escalation mailboxes

REQUIREMENTS :

  • Competent on Microsoft packages, in particular Excel. Prior Service Centre Agent experience and must be prepared to undertake additional training as required.
  • Results driven, analytical and with a sensible approach to tasks.
  • Delivers targets on time – able to manage their own workload, identifies and takes remedial action if targets not being met.
  • Initiative – comes up with creative solutions to deliver service.
  • Value to team – gets to know their colleagues, understands individuals and tolerant of differences, friendly and approachable, a real team player.
  • A great communicator who isn’t afraid to raise concerns if issues arise.
  • Able to adapt to new environment and has a real ‘can do’ attitude
  • Good working Knowledge of work management systems and windows (Excel/Word)
  • Good awareness of Health & Safety and Quality Assurance Procedures
  • Sound Telecommunication Knowledge
  • Effective Teamwork
  • Self-motivated, able to motivate others effectively Professional & technical expertise enthusiastic, passionate, patient and should be a critical thinker
  • Should possess good logical skills and ability to prioritise tasks depending upon the situations
  • Recognise people’s right to privacy and dignity, treating every person with respect
  • Willingness to embrace integrated model and new ways of working
  • Responsible for keeping safe any personal information, not transferring any data without the appropriate safeguards
  • Be aware of physical security of data and use encryptions' and passwords to protect it
  • Complying with relevant policies which guide the Circet Home processes.
  • Reporting any possible security breaches to IT department immediately.

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