Customer Service Advisor
6 months ago
**Customer Service Advisor**
**Salary: £19,760 - £21,000, depending on experience.**
**Hours** are Monday to Friday 8.30am - 5.30pm plus minimum of one Saturday a month on a rota basis between the hours of 9:00am - 1:00pm.
**Location**: Horsham, West Sussex. **Flexible working options available.**
**Who are we?**
Run by Telecom Acquisitions, this exciting role offers the opportunity to work in our Residential side of the business and represent several major brands such as, Home Telecom, Fleur Telecom, Weekly Broadband, Eclipse Broadband and many more. With over 55,000 customers, providing excellent customer service is at the heart of what we do.
Need more proof? Our Trustpilot ratings proudly sit at 4.9 stars in demonstration of customer satisfaction whilst our internal processes and security are backed by ISO 9001 and 27001 accreditations
**What benefits will you receive?**
- 50% off our Broadband & Utility packages, **completely** **free** after two years
- 33 days holiday allowance including bank holidays
- 5 additional days leave granted based upon length of service
- Buy & Sell holiday allowance scheme
- Death in service benefit
- Pension scheme
- Complimentary fresh fruit, tea, and coffee.
- Eye care vouchers
- Friday fridge
- Company lunches
- £1,000 Refer A Friend Scheme
- Fun incentives
- Paid Charity leave
- £250 Bright Ideas Scheme
- Kudos Employee Recognition Scheme - Including Days Out
**What are we looking for?**
As one of our Customer Service Advisors you will play a crucial role in providing exceptional service to our varied customer base. This is a fast paced and exciting role, which would be a perfect fit for an individual looking to continue a career within a fast paced office environment.
***
**What will you be doing?**
- The Customer Service Advisor (CSA) is responsible for dealing with customer queries and providing exceptional customer service
- Prioritising your own workload and ensuring that customer commitments are achieved
- Meeting company SLA’s
- Using objection handling to overcome customer challenges
- The CSA is responsible for dealing with customer complaints and providing a speedy resolution to our customers
- Working to achieve a first time resolution at all times
- Adopting a calm and collected response at all times - ensuring that the customer is at the centre of our focus
- The CSA must adhere to company work instructions, relating to internal CRMs, information security and customer complaints
- Managing your tickets levels effectively - ensuring that regular updates are added and communicated to the customer
- Communicating with internal departments to share customer updates and obtain relevant information
- The CSA will work collaboratively within the team. They will be a team player and will be pro-active when it comes to personal development, communicating any key areas where further development is required
- Maintaining and contributing to a collaborative team environment
***
**What do we need from you?**
- Achievement driven
- Customer focussed
- Comfortable working independently
- A clear communication
- A proactive problem solver with exceptional attention to detail
- Resilient with the ability to show empathy when needed
- Organised with the ability to manage their own time
- Confident and assertive
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