Digitial Service Advisor

6 months ago

Rochdale, United Kingdom Zen Full time

**We’re building an inclusive work environment**

Here at Zen your gender, race, ethnicity, neurodiversity, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are.

We’re interested in you as an individual and here you’ll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don’t hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.

**FAO Recruitment agencies & organisations**: Please note that we do not need agency support to fill this role. We have a small, but great, pool of agencies on our PSL and will contact one of those if we need to.

**The Role**

At Zen, we are on a journey to embrace the digital future. To support this we've established The Digital Service Team, a dynamic group responsible for providing exceptional customer support via our Live Chat facility and Social Media channels. As we continue to pave the way for an enhanced digital customer experience, we are thrilled to announce the availability of new roles within the team.

The team has two primary responsibilities, the first is to provide 1st class support for our customers via our chat facility for any questions or issues that they maybe experiencing with a focus on four key areas Technical Support, Order Management, Sales and Billing.

The second is to manage our social media accounts and respond to any questions or queries that customers may have via the various social media platforms that we operate on.

The team itself was formed in December 2022 and has enjoyed remarkable growth since then starting at handling a couple of hundred chats a week to over 2500 per month, that trajectory shows no signs of slowing down so this is an exciting opportunity for those who want to be part of a thriving and fast-growing department.

So if you are passionate about delivering outstanding customer service through digital platforms then this role may be a perfect fit. Our mission is to provide our customers with the best possible service, and we're looking for individuals who share our commitment.

**Please note that a rotational shift pattern operates within the team. This covers the hours of 8am - 8:30pm Monday - Friday and 9am - 5pm Saturday and Sunday.**

**Key Responsibilities**

1. Delivering 1_st_ class service to our customers over Live Chat

2. Managing customer contact on Social Media using Zen’s tone of voice and personality when speaking to existing and prospective customers.

3. Deliver support to customers with Technical, Order, Sales and Billing queries

4. Providing ownership of issues that aren’t resolved at first contact.

5. Provide timely and accurate updates on cases that are being owned so customers don’t need to chase us.

6. Assist in developing the knowledge of your peers through knowledge sharing.

7. Uphold the values of an award winning broadband provider

1. Must have a desire to provide 1_st_ class customer service.

2. Must have excellent communication skills over digital platforms

3. Must have good questioning techniques to identify the root cause of issues

4. Experience in the supported areas desirable but not essential as training can be provided if required

5. Must be highly productive and able to manage multiple customer queries at the same time

6. Must be able to deliver clear updates to customers in agreed timeframes for cases that are owned.

At Zen, we’re proud to do things differently. As the largest independently owned, and B Corp accredited, telecommunications and technology service provider in the UK, we’re not shackled by shareholders or short-term thinking, instead we strive for long-term goals that are aligned to our happiness objectives and driven by our desire to have a positive impact on our people, our customers, our partners, and the planet.

Grown from a pioneering ISP into a company that provides the full range of data, voice, hosting and cloud services to homes and businesses across the UK, we believe that good business is an ethical business, and we have two and a half decades of continuous growth to prove it.

Through our award-winning customer and technical support service we provide our customers with the capabilities they need to communicate, collaborate, and thrive in a highly connected world - supported by a highly robust and resilient independent network. Proud to be named the only Which? recommended provider for Broadband, winners of 18 consecutive PC Pro Best Broadband awards, a UK IT Industry Award for Services Company of the Year, and the UK Customer Experience Silver award for Technology & Telecoms.

We believe that business should be a force for good and we’re committed to improving the lives of our people, creating a better future through our community, charity and D&I work, and to make sure we look after our environment. Perhaps that is why we’re a

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