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Customer Service Agent

4 months ago

Sunderland, United Kingdom Nineteen Recruitment Full time

On behalf of our client, a rapidly growing internet service provider, we are recruiting a number of talented Customer Service Advisors to take up an exciting opportunity to join a company that is committed to service excellence and passionate about delivering relationship based service. **This is a full time, permanent role working from home.**

Our client **takes pride** in what they do and is **passionate** about what they do, but don’t take themselves **too seriously**. They use **smart simplicity** and a little bit of **cheekiness** to create **disruption**.

Our client has high standards and delivers a service that is fast, reliable and fairly priced. They strive to exceed expectations, managing the needs of their customer now and for the future.

Our client aims to provide a high-touch experience for our customers each and every time, personifying what it means to be a trusted advisor in answering questions, solving problems and recommending plans and upgrades that meet our customers’ needs.

We are looking for team members who can deliver personalised service, who value our customers as much as we do, and who are always flexible to meet our ever-changing business needs.

**Duties and responsibilities**
- To deliver an exceptional customer experience to B2C and B2B clients, breaking the mould from the telecom industry’s notoriously poor customer service
- Troubleshooting technical issues with customers
- Organising installations and service calls with field engineers
- Liaising with Operations to ensure Build issues are resolved in a timely manner
- Dealing with billing queries
- Customer retention

Advising customers and prospective customers on the product and services that fit their needs so they get the best out of their full-fibre connection

**Qualifications and Experience**

Highly developed soft skills and a strong will to serve

Good listener, able to identify customer needs. Empathy is extremely important, and the ability to relate to a wide-ranging demographic is essential

Ability to communicate clearly and professionally, both verbally and in writing

Technical experience a plus

**Working conditions**
- Shifts will be between Monday and Sunday working 40 hours per week, undertaking 8 hour shifts between 8am-9pm and on weekends 9am-7pm
- Fully remote with flexibility to work from office as required

**Nineteen Recruitment is committed to equal opportunities and as such no applicant or worker will receive less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, race or employment status.**

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

**Salary**: £21,000.00 per year

Schedule:

- 8 hour shift

Application question(s):

- Although this role is a working from home role, you may be occasionally required to commute to Newcastle for a meeting. Can you confirm you would be able to realistically commute to Newcastle for this?

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person