Level 2 Customer Service Apprentice
2 months ago
About Total Training Provision
We are seeking a motivated apprentice to join our growing technology team within a dynamic Telecoms company. You will play a vital role in supporting our team members and providing exceptional customer service throughout the ordering process.
Job Purpose:
As a Level 2 Customer Service Apprentice, you will be responsible for assisting customers with their technology orders, ensuring smooth communication and timely resolution of inquiries. You will work closely with our SOP Process Lead, technicians, and advisors to achieve team objectives and contribute to the success of our sales team.
Key Responsibilities:
- Provide exceptional customer service via email, ticketing systems, and telephone.
- Update customers and team members on various aspects of the ordering journey.
- Assist with provisioning a range of products for existing and new customers, including leased lines, fixed, and mobile solutions, ADSL circuits, FTTC circuits, FTTP circuits, Ethernet circuits, and mobile SIMs.
- Work collaboratively with technicians and advisors to ensure team objectives are met.
- Manage customer requests (MACDs) efficiently and within agreed service level agreements (SLAs).
- Contribute to process improvement initiatives by identifying areas for enhancement.
Ideal Candidate Profile:
- Excellent communication skills, both written and verbal.
- Proactive and positive attitude with a 'can-do' spirit.
- Strong time management and organizational skills.
- Ability to work independently and as part of a team.
- Logical approach to problem solving.
- Ability to remain calm and efficient under pressure.
Technical Requirements:
- Proficiency in Microsoft applications.
- Experience using online portals.
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