Customer Service Adviser
1 week ago
**Customer Service Adviser**
**Salary: £27,000 + Benefits**
**Hybrid working available**
The Customer Service Team are the first point of contact for our customers, offering an instant resolution to queries, which is fundamental to our overall customer experience. The team provide an efficient, first call resolution which communicates to our customers with speed, courtesy, respect and accuracy.
**What you'll do**:
- Manage large amounts of incoming calls
- Identify and assess customer needs to achieve solution / satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Meet personal/ call handling targets and customer service team targets and SLA's
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits with follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Go the extra mile to engage customers and achieve customer satisfaction
- Oversee billing and payment queries
- Engage and respond to social media and online review platforms
- Data protection - Keep sensitive information and financial records private and confidential
**Skills, experience and qualifications (required)**
- Proven customer support experience or experience as a customer service adviser with a track record of over-achieving KPI's
- Strong phone contact handling and active listening skills
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different enquiries
- Excellent communication and presentation skills
- Ability to multitask, prioritise, and manage time effectively
- Ability to interact with peers and other stakeholders in the business to improve the CX
- Proven experience working in a fast-paced environment.
**About us**
We're rebuilding London's broadband from the fibre up. Street by street, building by building, we're installing state-of-the-art full-fibre broadband connections to give the capital the internet upgrade it's been waiting for. And once our infrastructure is installed, we offer world-class service to residents and businesses across London.
It's a project like no other. We're growing fast, and we're looking for great people to join us. G.Networkers are nimble, entrepreneurial, and never settle for second best. If that sounds like you, we'd love to hear from you.
**Bring your whole self to work**
G.Network is a diverse and inclusive company and we are proud to be an equal opportunity employer. Our network will serve Londoners in all their amazing diversity. That's why we want our workforce, as far as possible, to reflect that diversity. We hire people based on their talents and what they can deliver as G.Networkers - not on their background, or their views on the best way to do the job.
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