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Careers
Customer Service Agent
Customer Service Agent 20-22k per annum
This is your opportunity to join the fastest growing telecoms company in the UK, you will be part of a fun and vibrant team of professionals who will motivate you to excel in your role.
As a Customer Service Agent, you will be providing an excellent customer experience by communicating courteously via telephone, letter, Live Chat, and email. You will provide help and advice to customers using our organisation's products and services and liaising with our suppliers. You will investigate and solve customer concerns, handling any issues through to resolution to provide our customers with a consistent, personal touch.
Main Purpose of Job: To ensure the highest level of service is offered to customers. A Customer Service Agent is responsible for gaining, demonstrating, and having an all-round knowledge of all 4 departments that are situated within our Customer Care Team. These are Customer Services, Support, Provisioning, and Billing and you will have a need to have a flexible approach to this role on a daily basis.
Customer Service Agent is responsible for:
Provisioning orders from the start of an order to its completion
Offer 1st line support on all enquiries
Arranging, organising and overseeing couriers
Dealing with order delays and management of customers’ expectations.
Mail administration.
Follow up on customer interactions
Email management of multiple mailboxes
Supplying supporting documentation relating to products and services
Maintain customer database
Identify sales opportunities
Taking payments
Invoice Analysis
Carry out your duties in a professional, polite, and helpful manner
Maintain procedures within the team
Provide an effective telephone service, ensuring all calls are answered in a prompt, timely and professional manner
Investigate and solve customer billing concerns, handling any issues through to resolution to provide our customers with a consistent, personal touch
Maintain procedures within the team such as BACS payments, Direct Debits, Invoicing, Debt Management and Suspensions.
Key Competencies of a Customer Service Agent:
Outstanding communication skills
Ability to obtain and evaluate all relevant information to handle product service enquiries
Reliable
Punctual
Excellent interpersonal skills
Good telephone manner
Adaptable
Attention to detail
Problem solving and analysis
Team player
Eager to learn and take on new challenges
Computer literate (word-processing, spreadsheets, and email)
Ability to work under pressure with high call volumes
Handle and resolve customer complaints
Good organisation skills
Desired Knowledge and Experience of a Customer Service Agent:
Industry experience is desirable but not essential
Knowledge of customer service practices and principles
Previous office experience working in a Customer Service role
Benefits
Ongoing training
Pension scheme
20 days’ holiday plus bank holidays
Modern offices
Hours of work - Monday to Thursday 08:45 to 17:30 and Fridays 08:45 to 17:00
We actively encourage personal development across all our departments as we believe this is how you grow a successful business.
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Telecoms World
Unit 2/3 Kingfisher House
New Mill Road
Orpington
Kent BR5 3QG
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