Customer Service Consultant
2 weeks ago
We need dedicated Customer Service Consultants to join us - people who can build a personal connection with our customers and provide them with a swift solution. We are looking for people who can communicate confidently and listen intently whilst workingout how to solve problems to keep our customers happy and retaining them as a customer. Strong & assertive with a keen eye for detail, ability to multi-task, work efficiently and accurately in a fast-paced growing Telecoms Company as part of the Service DeliveryTeam.
Key Responsibilities
Reporting to Operations Manager to provide Customer Service and Provisioning Support, including but not limited to:
- High level of customer service with exceptional telephone manner
- Ability to maintain and develop client accounts
- Ability to engage with customers regarding solutions that may better suit their needs and to help grow their business.
- Confident in helping customers on day-to-day issues and queries
- Proactively assess the needs of the client and resolve issues efficiently and accurately
- Answer inbound calls in the published time frame & in the correct manner
- Processing cancellations
- Assisting & diagnosing first line faults
- Assist with Special Projects
- Proactively Retaining Customers
- Understand and confidently arrange and provide licences, CPS, WLR, Data, Number Porting, Number Management and SIP Services covering all aspects of orders. Ensuring all dates are aligned where possible and keeping the client informed throughout the processof the order.
- Ensure correct procedures are followed for escalations and meeting SLAs
- Monitor and process all orders, including escalations
- Utilising supplier client service plans in order to provide quick solutions
- Resolving allocated tickets within the required SLAs
Skills and experience required:
- Previous experience in a similar role is desirable but not essential
- To be strong & assertive
- Ability to take ownership of tasks
- Excellent communication skills
- Excellent interpersonal skills, the ability to work cross functionally and interact confidently with multiple departments (both internal and external)
- Natural flair for delivering high levels of Customer Service
- Excellent planning and organisational skills with the ability to prioritise, manage time effectively and work to tight deadlines
- Team player - understand the importance of collaborative working
- Excellent IT skills and confident using Business Management systems (Autotask), proficient in MS Office packages
- Excellent attention to detail achieving high levels of accuracy
The Benefits
Hours: Monday to Friday 9:00 to 17:30, 1-hour unpaid lunch
Holiday: 25 days holiday + 8 bank holiday days
Loyalty Days: 1 day after first full year, 2 days after 2nd full year, 2 days after 5th full year
Pension: 3% Employer contribution
Training: Training plans through our partner academy tailored to your role
Other: Subsidised parking within Worthing Town Centre
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