Customer Support Lead
2 weeks ago
Job Overview
The Senior Service Executive will play a pivotal role in delivering exceptional support and service to clients as part of the branded mobile Small to Medium service team.
About the Role
This position involves proactively overseeing and managing customer service tickets, ensuring timely resolution in line with established SLAs. As a key member of the team, you will collaborate with Mobile Account Managers to resolve issues efficiently and maintain high standards of customer satisfaction.
Key Responsibilities
- Manage a variety of service requests, including billing inquiries, delivery issues, and SIM swaps, while maintaining excellent customer relationships.
- Proactively coordinate with internal teams and external partners to facilitate efficient issue resolution.
- Monitor open tickets to identify potential delays or issues, working to meet or exceed service quality expectations.
- Communicate clearly and professionally with clients and stakeholders, providing status updates and resolutions that reinforce positive relationships.
- Contribute to continuous improvement initiatives by identifying common issues and suggesting process enhancements to streamline services.
Requirements
- Candidate must have at least 1 year of customer service experience.
- O2, Vodafone, EE networks experience is beneficial but not essential.
- Excellent communication and interpersonal skills are required.
- Proficiency in Microsoft Office applications (Excel, Word, PowerPoint) is necessary.
Benefits
- Competitive salary: £25,000 per annum (dependent on experience).
- 25 days' holiday plus bank holidays.
- Professional development opportunities to help achieve personal goals.
- Eye care vouchers available and discounted Medicash membership.
- Access to exclusive offers on Daisy products.
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