Customer Service Advisor

3 weeks ago

Kingston Upon Thames, United Kingdom Wifinity Full time

**Customer Service Advisor**

**About us**

The Wifinity Group is on a mission to make Wi-Fi great We are a multi award winning Gigabit Internet Service Provider, with products and services connecting over 6 million people a year across a wide range of sectors, including Defence & Education. Wifinityis the number 1 provider for recreational WiFi, holiday parks, retail and residential.

At Wifinity we’re proud of our fantastic products, and amazing growth But we couldn’t do this without our amazing people, who go above and beyond to wow our customers and make WiFi great since being founded in 2007.

Our people are both innovative and fun, creating long lasting customer relationships. They think outside the box to provide customer centric solutions allowing them to achieve the results our customers desire. Wifinity has grown to the company we are todaybecause of those amazing people that live and breathe our values, we believe that the customers priorities are imperative to the success of their business and we go above and beyond to dedicate ourselves to them.

If you’re the best at what you do and believe in a world with better Wi-Fi, come and join our journey as a new Wifinian

**The role purpose**

As Wifinity’s first point of contact for our customers you will ensure that every query will be answered to the highest standard. You will be learning all about our business and what we do to efficiently resolve our customers issues. You will take ownershipof your cases and together as a team work towards increasing our first contact resolution response.

**Key Responsibilities**

Your day to day role will consist of the following responsibilities, you may be required to carry out further responsibilities at the company's discretion.
- Listen carefully and play back your understanding of the customers issues
- Demonstrate empathy to customers complaints
- Take ownership of keeping the customer informed through to resolution of the reported issue
- Use process driven troubleshooting techniques and technical expertise to resolve customer issues
- Evaluate and work to resolve complex technical faults
- Managing workflows from initiation through to resolution
- Escalate issues where a solution cannot be achieved within own remit
- Reporting to and liaising with team members and line managers
- Evaluate and report any recurring quality issues
- Highlight training needs we necessary
- Report patterns and trends observed of recurring customer queries

**Key Requirements**

**About you**

You will be an organised and service minded professional who thrives in problem solving orientated environments. You value clear communication and are a self-starter with the desire to perform to a high standard. You are a team player with excellent interpersonalskills. You also have:
Results and solutions orientated
A strong team player, who is also able to work with the minimum amount of supervision
Excellent communication and interpersonal skills, with the ability to build strong relationships with adjusters and colleagues at all levels quickly and efficiently
Strong organisation skills

**It would be nice to also have**

Experience working in a contact centre environment

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