Telecommunications Support Agent

3 weeks ago

Selkirk, Scottish Borders, United Kingdom Circet IRE & UK Full time

Join Our Team

Circet UK is seeking a Customer Service Representative to become a vital part of our Service Centre. This role is part-time, requiring 20 hours of commitment each week. This position is a fixed-term contract to cover maternity leave for a duration of 9 months.

ABOUT CIRCET

At Circet Ireland & UK, we pride ourselves on our expanding range of specialized services. We are recognized leaders in the Telecommunications, Transport Infrastructure, and Power sectors across Ireland and the UK. Our commitment to innovation and proactive solutions ensures we meet our clients' evolving needs. With a workforce of over 4000 dedicated employees, we are united in our mission to deliver exceptional service.

POSITION OVERVIEW

The Customer Service Representative plays a crucial role in facilitating the successful completion of daily tasks, contributing to our overall job completion targets and ensuring accurate billing for our clients. Reporting directly to a Service Centre Team Manager, the representative will engage regularly with customers, client contact centers, engineers, and field leaders throughout the UK through both inbound and outbound service communications.

KEY RESPONSIBILITIES

  • The representative will be assigned to a specific region and will oversee all engineers operating within that area, utilizing various processes such as Start My Day, Timeslot Adherence, Engineer Utilisation, and End My Day.
  • They will assess all completed jobs by their engineers to verify that documentation aligns with the actions performed on-site, ensuring all stock is accounted for and that notes and signatures are duly captured. In cases of missing information, they will coordinate with the engineer to obtain the necessary details.
  • The representative will respond to emerging issues promptly and take appropriate corrective measures, which may involve updating customers or escalating matters to field leaders.
  • Lastly, the representative will ensure exceptional customer service is delivered, following up with clients post-appointment to evaluate the quality of our work.

REQUIRED SKILLS

*Comprehensive training will be provided on all company systems.*

  • Excellent customer service abilities
  • Proficient in managing daily tasks of engineers effectively
  • Strong multitasking capabilities, adept at handling multiple phone lines while managing administrative duties
  • Competent in escalating and reporting issues as necessary
  • Solid IT skills, including proficiency in email, webchat, and spreadsheets
  • Exceptional attention to detail

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