Customer Service Apprentice

2 months ago

Runcorn, Halton, United Kingdom Total Training Provision Full time
About the Job

We are seeking a highly motivated and detail-oriented individual to join our team as a Customer Service Apprentice. As a key member of our technology team, you will provide support to team members in the technology department for customer orders.

Job Purpose:

The successful candidate will be able to work well on their own and have good customer-facing communication skills. They will be responsible for communicating with customers via various channels, including email, ticketing systems, and telephone.

Key Responsibilities:
  • Provisioning and supporting various technologies and software, including leased lines, fixed and mobile solutions, ADSL circuits, FTTC circuits, FTTP circuits, Ethernet circuits, and mobile SIMs.
  • Working on the service desk, assisting the sales order process with provisioning, engineering faults, and managing customer requests (MACDs) in a timely manner and within SLA.
  • Answering customer queries, including passing customers to other departments within the business.
  • Assisting with documenting and enhancing current processes, continually looking for ways to improve.
  • Keeping customers up to date with the provisioning and engineering elements of their order.
Requirements:
  • Excellent communication skills.
  • Proactive and positive with a 'can-do' attitude.
  • Effective time management and organizational skills.
  • Competent working alone or as part of a team.
  • Logical approach to problem-solving.
  • Ability to work under pressure and within time constraints.
Technical Requirements:
  • Knowledge of Microsoft applications.
  • Knowledge of using online portals.
Qualities and Skills:
  • Excellent written and spoken English.
  • Good administration, planning, and organizational skills.
  • Change, incident, and problem management.
  • Highly focused with excellent attention to detail and quality and service-led attitude.
  • Creative and lateral thinker, able to generate process improvements and implementation.
  • Ability to work on multiple tasks in isolation and within a team.
  • A positive and proactive attitude.
  • Dynamic and confident, acting as a source of inspiration for the team.
  • Excellent computer literacy.
  • Extremely efficient, result-driven, and goal-oriented.
  • Able to build a strong rapport with customers.
  • Strong customer service skills.
  • A good listener, possessing excellent client empathy skills.

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