Customer Service Specialist

3 weeks ago


Leeds, Leeds, United Kingdom Total Training Provision Full time

Job Title: Customer Service Practitioner

Job Summary:

We are seeking a highly organized and detail-oriented Customer Service Practitioner to join our team at Total Training Provision. As a key member of our Service Operations team, you will be responsible for provisioning new services for customers, providing walkthroughs and guidance to ensure seamless adoption of our clients' products and services.

Key Responsibilities:

  • Process provisioning activities, including lines and connectivity, with a focus on delivering exceptional customer experiences.
  • Submit number ports and perform associated administrative tasks, ensuring timely and accurate completion.
  • Manage and process additional work requests using our ticket-based CRM, prioritizing tasks to meet SLA targets.
  • Liaise and coordinate with carriers and suppliers to resolve issues and ensure smooth service delivery.
  • Support and maintain relationships with internal teams, fostering a collaborative environment.
  • Update and maintain provisioning documentation and systems, ensuring accuracy and compliance.
  • Provide regular communication and support to customers via email and telephone, addressing queries and concerns in a timely manner.
  • Carry out customer service tasks to support the wider team, demonstrating a 'can-do' attitude and commitment to excellence.

Requirements:

  • Interest in current industry trends for the Internet, Telecoms, and IT industries.
  • Willingness to learn and adapt to new technologies and processes.
  • Dedication to providing an exceptional customer experience, with a focus on professionalism and attention to detail.
  • Excellent written and verbal communication skills, with the ability to articulate complex information in a clear and concise manner.
  • Good attention to detail and level of accuracy, with a focus on delivering high-quality results.
  • Ability to use initiative and manage own workload effectively, prioritizing tasks to meet deadlines and SLA targets.

Competencies:

  • Professionalism: Approaches others in a tactful manner, managing expectations and treating others with respect and consideration.
  • Teamwork: Balances team and individual responsibilities, giving and welcoming feedback, and contributing to a positive team spirit.
  • Problem-solving: Identifies and resolves problems in a timely manner, gathering and analyzing information skillfully, and developing alternative solutions as needed.
  • Technical skills: Commits to being knowledgeable and up-to-date within relevant technologies, sharing expertise and knowledge with others.
  • Time management: Prioritizes tasks, plans workload efficiently, and meets deadlines, with a focus on delivering high-quality results.

Core Competencies:

  • Engaging: Works with diverse teams, getting the best from them, and fostering a collaborative environment.
  • Disciplined: Meets tight timelines, drives teams to success, and demonstrates a commitment to excellence.
  • Down-to-earth: Approaches challenges in a straightforward and grounded manner, with a focus on delivering practical solutions.
  • Friendly: Creates a fun and relaxed work environment, with a focus on building strong relationships and a positive team culture.
  • Helpful: Looks for ways to help others and customers, demonstrating a commitment to customer satisfaction and team success.
  • Persistent: Relies on getting the job done, whatever it takes, with a focus on delivering high-quality results and meeting deadlines.


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