Do you have a passion for providing excellent customer service and have the ability to build good working relationships with customers?
As a Customer Support Advisor, you will be responsible for supporting customer accounts by phone and email, including (but not limited to) order management, account and tariff queries/reporting, triage and resolution of customer device/tariff incidents as well as billing investigations. We are a fast paced, professional team, who are looking to grow the relationships/partnerships with our customer base. We have a real passion within the team for driving a great customer experience and this is reflected within our CSAT and NPS scores that we get back (current average CSAT of 9.8 and NPS of +87.1).
We operate a hybrid working environment at present, with 3 days working from home and 2 days in our Birmingham HQ.
You will be working as part of a team of 9, on a rotating shift pattern (8:30-4:30 or 9:30-5:30) Monday-Friday.
You will be essential to delivering our Customer Service Strategy and ultimately a great customer experience. In this role you will be a fundamental member of the Customer Service team and reporting directly into the Customer Service Team Leader and Head of Customer Services.
Key Responsibilities
This will include but is not limited to:
- Support of customers via phone and email
- Development of relationships with customers through day-day support requests
- Administration of customer orders
- Triage and resolution of customer incidents
- Investigating customers with day-day escalations raised
- Driving forward our NPS and CSAT operation
Experience and Knowledge
- Experience within an office environment in a customer care team, with a focus on mobile technologies
- Experience working in a telecommunications environment
- Experience of being able to manage workload within a fast paced environment
- Demonstrable evidence of using a case management tool
- Experience using a CRM system
- Experience of handling escalations/manage objections - taking ownership of issues through to resolution
- Strong relationship, planning and organisational skills
- A good degree of PC/IT literacy - covering Microsoft Office (Word/Excel/Powerpoint)
- Experience working in a call centre environment
- Experience triaging support of mobile devices/network incidents
- Experience resolving billing queries/incidents
- Experience working with MOES/Affinity is desirable, but not essential
If you feel you have the skills and experience to become a Customer Support Advisor (Maternity Cover), then please click ‘apply for this job’ today.