Customer Service Advisor

6 months ago

North Shields, United Kingdom Blair West Full time

Blair West are supporting a telecommunications business in North Shields as they look to add to their Customer Service & Billings team. You will work within a customer service and billings team offering support and guidance to the business’ customers across multiple countries.

**The opportunity**:

- Processing provisioning/sales orders for customer equipment to meet customer requirements, using in-house and supplier systems for a range of mobile satellite service providers.
- This includes activations, deactivations, changes of packages and ensuring any Early Termination Fees are advised.
- Maintaining the CRM and third-party systems information relevant to provisioning orders, customer assets, billing profiles and rates.
- Processing customers' prepay voucher sales orders, invoices and delivery of pins.
- Liaising with customers, suppliers and other departments within the business to ensure these processes are completed accurately and on time.
- Ensure the ticketing system ACS queue is managed within the SLAs and all new tickets are categorised and the status is changed. Tickets should be assigned to individuals depending on the task or product and brought to resolution promptly keeping the customer updated with progress.
- Taking responsibility for key products’ monthly billing cycles.
- Ensuring all provisioning requests are configured correctly for billing the product.
- Weekly or monthly checks for any errors.
- Resolving all errors before the product bill runs.
- Running invoice processing within the product timeframe.
- Experience working in a busy support environment, with a track record of delivering a high level of customer service.
- Experience in the use of Excel to a high standard (ideally, but not essentially to create pivot tables, charts, and lookup queries).
- Experience in customer service within telecoms, SaaS, and software would be advantageous.
- Ability to prioritise, multitask, and work under pressure to tight deadlines.
- Numerate with highly developed commercial acumen.
- Attention to detail is vital.
- Self-motivation with a drive to learn products/systems offered by Satcom Global.
- Ability to identify and investigate anomalies to the point of resolution.
- The ability to build good relationships.

**The benefits included with this opportunity**:

- Holiday: 25 days + Bank Holidays.
- Fully flexible working arrangement - hybrid/remote working opportunities.
- Company pension.
- Life insurance.

**Our commitment**:
**Salary**: £23,000.00-£27,000.00 per year

**Benefits**:

- Company pension
- Life insurance

Ability to Relocate:

- North Shields, NE30 1JH: Relocate before starting work (required)

Work Location: Hybrid remote in North Shields, NE30 1JH

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