Customer Service Assistant

5 months ago

BurtonOnTrent, United Kingdom Spectrum Telecommunications Limited Full time

Spectrum is seeking a confident and enthusiastic Customer Service Assistant to be the initial point of contact for all customer service queries. Manage faults and queries for customers from initial contact until resolution.

**Responsibilities**:
1) Taking calls on the Customer service desk from customers and logging their issue or query in the CRM.

2) Providing a first-time fix for a customer issue or query where possible. This may include, but is not limited to:

- Ordering equipment and performing service or network updates
- Assisting with mobile queries such as locking/unlocking devices
- Initial diagnosis and logging of faults across all product types

3) Reporting issues to internal Technical Services or external suppliers were appropriate. The circumstances for this include but are not limited to:

- Further diagnosis required for any product type
- Monitoring required by Technical Services
- The requirement for BT Openreach engineering

4) Ensure customer queries are being dealt with in-house or by suppliers in a timely and efficient manner and the customer is always well informed and updated on progress

5) Actioning the Customer Service Task List within customer service level agreements.

**Working Hours**:
Monday to Friday 9.00 am - 5.30 pm

**Qualifications, Skills and Experience**:

- Experience of problem-solving and supporting clients on an IT/Telecoms service desk an advantage but not a necessity.
- Experience of following policies and procedures within a Customer service environment.
- Good general understanding of IT systems, networking and telecommunications.
- Good oral and written communications skills.
- PC literate with good knowledge of Word and Excel.
- Ability to remain calm under pressure.
- CRB/Enhanced Security Checks may be required for some client contact.

**Expectations**:

- Seeks ways of perfecting things, raising standards reducing errors and omissions.
- Encourages a high level of performance in self and others.
- Develops trust in people, naturally able to smooth relationships and advise and assist others.
- Exemplary timekeeping and absence records.
- Fabulous working environment
- 25 days holiday plus all UK Bank Holidays
- Supportive employee-driven culture
- Genuine career development

**Job Types**: Full-time, Permanent

**Salary**: Up to £22,308.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Free parking
- On-site parking
- Sick pay

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Performance bonus

**Education**:

- GCSE or equivalent (required)

Ability to Commute:

- Burton-On-Trent DE14 2WX (required)

Work Location: In person

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