Customer Service Representative

6 days ago

StokeonTrent, United Kingdom Lila Connect Full time

This is your chance to work for a rapidly expanding broadband company with healthy growth ambitions. Each day you’ll get to work alongside talented, driven colleagues who all have the company’s success as their end goal.

We fully recognise that it’s our employees that make Lila Connect the success story that it is, and we consider ourselves to be at the forefront of the broadband full fibre revolution in the UK.

As a **Customer Service Representative**, you will be required to:

- Deal with customer requests & queries through all methods of customer contact.
- Communicate with customer queries patiently and resolve the issue efficiently.
- Escalate any issues internally and appropriately to ensure customer issues are resolved.
- Respond to the problems of the customer in a timely and efficient manner.
- Look after customer accounts and update their transaction status when required.
- Draft the necessary documents, letter or statements, as required by the customer and inline with internal process.
- Maintain up to date records of customer interactions, ensuring updates and resolutions are detailed.
- Coordinate with other internal departments to find solutions and resolve customer issues.
- Any other reasonable duties requested as directed by management.

You will display the following **Customer Service and Technical Skills**
- Should have great communication skills: listening, written and verbal communication.
- Should be able to understand relevant data and be attentive to detail.
- Should exhibit patience when communicating with the customer and remain composed.
- Should be flexible to the customer requirement.
- Take ownership in resolving customer issues and ensure customer satisfaction.
- Demonstrate a can-do attitude with the ability to remain focussed in a busy environment.
- Should have excellent computer skills.
- Should have an excellent understanding of social media channels.
- (Desirable) An understanding of the telecoms industry and associated supply chain.

**Hours of work**: Rotation of shifts to cover 08.00 - 20.00 Monday to Friday and Saturday 08.00 - 16.00.

Hybrid Working (optional) - 3 days in the office, 2 days working from home

**Benefits**:

- Company pension
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay
- Store discount

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Stoke-on-Trent, ST4 7AA: reliably commute or plan to relocate before starting work (required)

Work authorisation:

- United Kingdom (required)

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