Customer Support Specialist

2 weeks ago

London, United Kingdom Gamma Telecom Full time

**Role**:Customer Support Specialist**

**Location**: Based in London, with flexibility to work from home.

We are looking to bring on a Customer support Specialist to join our team on a permanent basis. This role reports to the Customer Support Team Leader and has two main areas of focus:

- Supporting internal and external stakeholders to understand our billing and, where the role reports to the Customer Support Team Leader and has two main areas of focus:

- Appropriate, process changes or corrections.
- It also involves actively looking for trends and up-stream actions that can be taken to minimise the overall number of queries.

**Key Accountabilities**:

- Respond to phone calls and web chats from stakeholders and either answer their query or log it for further work.
- Own and manage any follow-up work from those queries, including working with colleagues to find a resolution.
- Own, manage and respond to customer ticket queries allocated to you.
- Raise manual invoices or credits necessitated by a query in accordance with our current sign-off processes.
- Ensure that authorisation processes are followed by internal stakeholders requesting billing changes.
- Follow accurately our current logging processes for categorising queries for analysis purposes.
- Engage in discussion and analysis of trends in query types and analysis of root causes.
- Raise and pursue disputes with our suppliers on behalf of our customers.
- Engage in discussions about how the Customer Support Team and the wider Billing Team functions to maximise efficiency and effectiveness.
- Work with Analysts to resolve more technically complex or detailed queries.
- Identify stakeholders who would benefit from specific or general training.

**Skills required**:

- You will be trained to a basic level of expertise in SQL.
- You will be expected to have or attain through self-study a solid level of expertise in Excel.
- You will be required to develop good verbal and written communication skills, including using technical language.
- You will be required to monitor and prioritise your workload to avoid the perception of slow response times.
- Gradually build up an extensive knowledge of our products and services and their billing in order to provide 'first-touch resolution' wherever possible.

**Additional Information**:
Must be eligible to work in the UK.

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