Customer Service Specialist

3 days ago

Leeds, Leeds, United Kingdom Total Training Provision Full time
{"title": "Customer Service Practitioner", "description": "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 guidance and support to ensure seamless adoption of our clients' products and services.

Key Responsibilities
  • Process provisioning activities, including lines and connectivity, with high accuracy and efficiency.
  • Submit number ports and perform associated administrative tasks, ensuring timely completion and minimal disruption to customers.
  • 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, providing regular updates and communication to ensure seamless collaboration.
  • Update and maintain provisioning documentation and systems, ensuring accuracy and compliance with company standards.
  • Provide exceptional customer service via email and telephone, responding to inquiries and resolving issues in a timely and professional manner.
  • Contribute to the wider team's customer service efforts, providing support and assistance as needed.
Requirements
  • Stay up-to-date with current industry trends in Internet, Telecoms, and IT, applying this knowledge to improve service delivery and customer experience.
  • Demonstrate a willingness to learn and adapt to new technologies and processes.
  • Exhibit a strong dedication to providing exceptional customer experiences, consistently meeting or exceeding customer satisfaction targets.
  • Utilize excellent written and verbal communication skills to effectively interact with customers, colleagues, and external partners.
  • Demonstrate attention to detail and accuracy in all aspects of work, ensuring high-quality service delivery and minimal errors.
  • Apply initiative and manage workload effectively, prioritizing tasks to meet deadlines and SLA targets.
  • Embody a 'can-do' attitude, consistently seeking solutions and opportunities to improve service delivery and customer experience.
Competencies
  • Professionalism: Approach colleagues and stakeholders with tact and respect, managing expectations and maintaining a positive working relationship.
  • Teamwork: Balance individual and team responsibilities, contributing to a positive team spirit and supporting colleagues' efforts to succeed.
  • Problem-solving: Identify and resolve problems in a timely manner, gathering and analyzing information skillfully and developing effective solutions.
  • Technical skills: Commit to staying knowledgeable and up-to-date within relevant technologies, sharing expertise and knowledge with colleagues to drive service delivery and customer experience.
  • Time management: Prioritize and plan workload efficiently, meeting deadlines and SLA targets while maintaining high-quality service delivery.
Core Competencies
  • Engaging: Work collaboratively with diverse teams, leveraging strengths and expertise to drive service delivery and customer experience.
  • Disciplined: Meet tight timelines and drive teams to success, consistently delivering high-quality results and exceeding customer satisfaction targets.
  • Down-to-earth: Approach challenges with a straightforward and grounded attitude, focusing on practical solutions and effective service delivery.
  • Friendly: Foster a positive and relaxed work environment, encouraging collaboration and open communication among colleagues.
  • Helpful: Proactively seek opportunities to assist colleagues and customers, consistently demonstrating a willingness to help and support.
  • Persistent: Deliver results and drive service delivery, consistently meeting or exceeding customer satisfaction targets and SLA deadlines.

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