Customer Experience Advisor

2 weeks ago

Horsham, United Kingdom Home Telecom Full time

**Customer Experience Advisor**

**Salary**:Base salary paying £24,000 for an experienced individual. Excellent & achievable commission scheme bringing total earnings up to £45k+

Overtime is also available and paid at time & a half

£1,500 bonus paid after completion of a successful 6 month probation

**Hours**are Monday to Friday 8.30am - 5.30pm plus minimum of one Saturday a month on a rota basis between the hours of 9:00am - 1:00pm.

**Location**:Horsham, West Sussex.**Flexible working options available.**

**Who are we?**

Run by Telecom Acquisitions, this exciting role offers the opportunity to work in our Residential side of the business and represent several major brands such as, Home Telecom, Fleur Telecom, Weekly Broadband, Eclipse Broadband and many more. With over 55,000 customers, providing excellent customer service is at the heart of what we do.

Need more proof? Our Trustpilot ratings proudly sit at 4.9 stars in demonstration of customer satisfaction whilst our internal processes and security are backed by ISO 9001 and 27001 accreditations

**What benefits will you receive?**
- 50% off our Broadband & Utility packages, **completely** **free** after two years
- 33 days holiday allowance including bank holidays
- 5 additional days leave granted based upon length of service
- Buy & Sell holiday allowance scheme
- Death in service benefit
- Pension scheme
- Complimentary fresh fruit, tea, and coffee.
- Eye care vouchers
- Friday fridge
- Company lunches
- £1,000 Refer A Friend Scheme
- Fun incentives
- Paid Charity leave
- £250 Bright Ideas Scheme
- Kudos Employee Recognition Scheme - Including Days Out

**What are we looking for?**

You will be looking after our customers who may be looking to change, upgrade, or cancel their services. You will need to be able to think fast and deal with challenges, turning them into a positive experience and saving the customer. You will promote and upsell our products and services to our customers, whilst building relationships and developing your experience. Working in a fast-paced environment, you will need to be able to easily adapt to each circumstance to impress and win over the customer whilst overcoming any challenges.

**What will you be doing?**
- The Customer Experience Advisor (CEA) is responsible for retaining our customers that request to cancel
- Proactively contacting customers who have cancelled their contracts within the last working day to see explore resigning
- Adhering to SLA’s on response times and achieving KPI’s set by your manager
- Collecting payments and calculating home move fees
- The CEA must adhere to company work instructions, relating to internal CRMs, information security and customer complaints
- Updating company CRM’s and portals with clear information and notes
- The CEA will work collaboratively within the team, being a team player and will be pro-active when it comes to personal development, communicating any key areas where further development is required
- Following escalation paths and adhering to company polices at all times

**What do we need from you?**
- Target driven
- Resilient
- Comfortable working independently
- Able to use their own initiative
- Able to work in a fast-paced environment
- Impactful with the ability to influence our customers and the team around them
- Able to communicate in a clear and friendly manner at all times
- A team worker who values collaboration
- An active problem solver with an excellent attention to detail

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