Customer Service Assistant

3 weeks ago

Inverness, United Kingdom FOCUS 4 U LTD Full time

Established in 2003, we're proud to be one of the UK's leading independent providers of essential business technology.

Focus Group are supporting our subsidiary company - Highnet recruit and grow.

The team at Highnet are industry experts based in Inverness, who's role is to increase revenue within the technology sector, manage existing accounts to retain revenue and provide a first-class service to all customers.

Our teams are experts in their field, passionate about finding the right solutions for our customers and committed to supporting each other. We know the right people are the key to success. The energy, entrepreneurial spirit and expertise of our teams areat the heart of all our Focus Group companies. Our people make the difference.

We are now recruiting for a Customer Service Assistant

The Operations team ensures the process from order to cash remains punctual, efficient and the client receives exceptional customer service.

This role sits within our B2C Support team and manages all aspects of customer enquiries, rectifying problems that may arise with customer orders and providing technical support.

The role is responsible for managing customer enquiries pre-sale and post-sale, troubleshooting the automated ordering process, and dealing with technical support queries, following diagnostic processes and logging faults.

Principal Duties:

- Respond to enquiries about B2C products and services
- Troubleshoot on any orders which deviate from the automated process and 'happy path'
- Provide technical support and advice to customers regarding their service, including the creation of cases and keeping notes of all relevant actions taken
- Liaise with suppliers to ensure efficient progression of orders and faults
- Communicate progress of faults with customers and relevant departments
- Provide support for other teams and answering overflow calls during busy times

Essential Skills
- Microsoft Office familiarity
- Excellent communication skills, both verbal and written
- Good problem-solving skills
- Experience in a customer service environment, or other public-facing work (employed or voluntary)
- Adaptable to change and comfortable working in a fast-paced environment
- An interest in technology and keen to learn
- Willingness to take ownership

Desired Skills
- Technical knowledge of routers, computers, and home networks
- Experience in the telecoms industry
- Data input experience

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference tothe future of our business.

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