Customer Onboarding Specialist
4 days ago
**Customer Onboarding Specialist - B2B**
Do you have strong experience within a high volume B2B or telecoms environment? Do you have a passion for all things customer success? Are you looking for a role where you will get a competitive basic salary + the opportunity to progress? Look no further.
**The Customer Onboarding Specialist role**:
You will be representing a leading business services provider and you will play an imperative part in the customer onboarding process. Your role will be to ensure that each customer has a smooth and successful experience, ensuring right first-time billingfor newly live customers, resolving technical complaints, and liaising with the supplier if necessary to ensure orders are within the SLA.
**Daily duties of the Customer Onboarding Specialist**:
- Resolve any order exceptions preventing successful service activation, liaising where required with customers and suppliers to resolve all issues.
- Handle customer order enquiries and requests for support during on-boarding, and support the customer to diagnose and resolve set-up issues.
- Ensure right first-time billing for newly live customers. Case manage, investigate, and resolve billing queries and disputes raised by Customers.
- Actively contribute to improving customer journey and experience across VOIP and Access products.
- Successfully resolve customer technical complaints, liaising with the Customer Resolution team if necessary.
- Develop an expert knowledge of the systems, products and processes for telecoms, including assisting development of these for VOIP and Access, and support colleagues with queries.
- Support training and development of new Onboarding and In-life Advisors and Specialists.
- Create excellent working relationships across the colleague community.
**Benefits of the Customer Onboarding Specialist role**:
- Competitive salary between £21,000 - £22,000 DOE
- Bonus opportunity (10% of base salary)
- Hybrid working available, WFH 2 days per week after training
- Excellent progression onto Expert Customer Onboarding Specialist and Team Leader roles
- Free on site parking
- On site gym and bar
- Business hours, Monday - Friday, no weekends.
**The successful Customer Onboarding Specialist will have**:
- Strong demonstrable experience in a high-volume B2B technical support, customer care or provisioning/ onboarding team.
- Strong experience supporting FTTP, SOGEA, Digital voice and/or FTTC in a customer care /technical / provisioning role.
- Relatable and positive experience of working in a fast-paced transforming organisation, where everything isn't perfect, but we're working hard to get there.
- An in-depth understanding of B2B technical support processes.
- Evidence of effective problem-solving relating to customer faults.
**Interested in the Customer Onboarding Specialist role? Click APPLY Below and we will be in touch with you.
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