Customer Service Executive

3 weeks ago

BurtonOnTrent, United Kingdom Fusion Communications Full time

**About Fusion Communications**:
Fusion Communications is a leading provider of cloud communications, connectivity, and collaboration solutions for businesses of all sizes. We are committed to delivering exceptional customer service and support to ensure our clients can seamlessly connect, communicate, and collaborate with our innovative telecom solutions

**Job Summary**:
We are seeking an experienced and customer-focused Customer Service Executive to join our team and provide technical support to our clients. The Customer Service Executive will be responsible for handling technical queries related to mobile, hosted, and fixed-line data telecoms, ensuring prompt resolution and excellent customer satisfaction.

**Key Responsibilities**:
Serve as the primary point of contact for technical queries and support requests from customers.
- Provide timely and effective resolution to customer inquiries related to mobile, hosted, and fixed-line data telecoms.
- Troubleshoot and diagnose technical issues, escalating complex cases to the appropriate internal teams for resolution.
- Liaise with product vendors and service providers, including Gamma, BT, major mobile networks, and Microsoft 365, to resolve customer issues and coordinate service activations.
- Document and track customer interactions, technical issues, and resolutions in the CRM system.
- Communicate technical information and solutions to customers in a clear and understandable manner.
- Proactively identify opportunities to improve customer support processes and procedures.

**Qualifications and Skills**:

- Minimum of 2 years of experience in a customer service or technical support role within the telecom industry.
- Strong technical aptitude and understanding of mobile, hosted, and fixed-line data telecoms solutions.
- Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical customers.
- Familiarity with products and services from Gamma, BT, major mobile networks, and Microsoft 365 is highly advantageous.
- Proven ability to troubleshoot and resolve technical issues in a fast-paced environment. Ability to work independently and prioritize tasks effectively.

**Experience**:

- Previous experience in technical support or customer service roles within the telecom industry is a must have

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

**Salary**: £22,000.00-£30,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Free parking
- On-site parking

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

**Experience**:

- technical customer service: 2 years (required)
- Telecommunications Industry: 2 years (required)

Licence/Certification:

- Driving Licence (required)

Work Location: In person

Reference ID: CSE
Expected start date: 01/04/2024

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