Elevate Your Career as a Customer Service Support - Mobile Service!
Intercity Technology is seeking a highly motivated and results-driven Customer Service Support for Mobile Service to join our dynamic team. As a Customer Service Support for Mobile Service, you will be responsible for supporting customer accounts by phone and email, including 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, passionate about driving a great customer experience, reflected in our impressive CSAT (9.8) and NPS (+87.1)scores. We operate a hybrid working environment, with a minimum of 3 days at our Birmingham HQ and 2 days from home.
Key Responsibilities:
- Customer Support: Develop relationships with customers through day-to-day support requests via phone and email.
- Order Administration: Manage customer orders, triage, and resolve customer incidents.
- Escalation Management: Investigate customer escalations and drive forward our NPS and CSAT operations.
Requirements:
- Minimum of 5 GCSEs (C and above).
- Experience in a customer support role.
- Ability to manage workload in a fast-paced environment.
- Experience handling escalations and managing objections, taking ownership of issues through to resolution.
- Strong relationship, planning, and organisational skills.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint).
Preferred:
- Experience in the mobile/telecoms industry.
- Experience in a call centre environment.
- Experience triaging support of mobile devices/network incidents.
- Experience resolving billing queries/incidents.
Competencies:
- Teamwork: Develop and maintain positive working relationships with colleagues and other team members, contributing to the achievement of team and organisational goals.
- Communication: Strong written and verbal communication skills, able to articulate clearly and appropriately to the situation.
- Conflict Resolution: Ability to overcome potential conflict and gain cooperation by explaining benefits and understanding others' views.
- Influencing Others: Address issues in an open, constructive, professional manner, persuading others to approach issues similarly.
What We Offer:
- 🌴 33 days holiday (inclusive of bank holidays), plus your entitlement will increase by one day for each full calendar year you are employed, up to a maximum of five days.
- 💰 Annual pay reviews.
- 🏆 Holiday buy scheme.
- 💼 All-company bonus scheme.
- 🏥 Death in service cover.
- 📞 Employee assistance programme.
- 🏦 Company pension.
- 🎉 Active social calendar.
- 📈 A strong focus on developing our people.