Website Redwood Search Agency Worcester
Customer Service Advisor
£21k – excellent benefits
The Customer Service Advisor will be responsible for delivering an outstanding service working to the highest level of detail and professionalism to ensure the customer experience a tailored and personal service.
• Flexi working – 3 days working in the office, 2 days working from home
• Holiday trading scheme, maximum of 5 days
• Life Assurance
• Health insurance
• Pension scheme
• Childcare vouchers
• Bike to Work scheme
• Company Share Scheme – after 12 months of service
Some benefits are accessible after passing the probationary period
Working alongside the Enterprise team you will be the first point of contact for the customer base ensuring full support and resolution is met within the agreed SLA’s.
Responsibilities within the role:
Supporting the customers alongside the Enterprise Support team with all incoming enquiries; includes answering calls, managing emails and tickets
Working predominantly from the customer database; taking ownership of the customer tickets and to ensure the response and resolution times are within the agreed SLA’s
Prepare quotes, process Hardware order requests and liaising with the 3rd party suppliers to ensure delivery is met within the agreed timescale
Preparing and enter the information for customer orders in preparation for monthly invoicing
Supporting all mobile requests which includes Sim Swaps, providing PAC codes, set barring & create new connections/disconnections
Support the customer with all Fixed line services which includes porting numbers, disconnections, troubleshooting and fault resolution
Liaise and work with Suppliers to ensure full resolution of the ticket. Continuously contact the supplier for an update and keep the customer informed throughout the ticket cycle
Provide Network & trouble shooting support for the customers to ascertain the best team to support the ticket.
Support the senior advisor with training and support to new colleagues
Assist the senior advisor in updating and creating team processes
Prioritise, plan and manage own workload when faced with multiple tasks
Working alongside Revenue Assurance; producing reports and managing licenses on the ports
Report to the Senior Adviser/Customer Experience Manager with any potential escalations, sensitive information on customer accounts or occurrences within the Customer Service team.
Work closely with the wider teams, transferring customer tickets and capturing the required information for customer resolution
Provide bespoke reporting for the customers on a weekly/monthly basis
Work closely with the Account Managers and establish a good working relationship to enable the team to manage the customer accounts to an exceptional standard
Ensure all customer documentation is updated accordingly, sharing this knowledge with the team
Manage individual weekly/monthly tasks
Assist the management team with their workload when required
Assisting the senior team members with any tickets that need to be handed over to the OOH team
Attend the weekly & monthly meetings, providing a solid input around the subjects
Monitor the customer alerting portals, if an outage occurs this is to be raised to the supplier and to inform the customer. To monitor this outage until service maintains to standard practice
The Customer Service Advisor will be able to work collaboratively with other members of that team across the department to achieve their objectives.
You will be able to work to a high level of professionalism.
You will also:
• Be a customer-focused individual who is self-motivated and can manage their own workload
• Be a problem solver and have the ability to learn products and processes within a timely manner
• Have high attention to detail and take ownership of internal and customer-impacting issues
• Be able to work as part of a wide and varied team
• Have the ability to multi-task and work within a pressurised and fast-moving environment
• Have excellent communication skills; both verbal and written
• Have good I.T skills and strong knowledge of CRM’s and Microsoft office
Full-time permanent position, Working Monday to Friday on a 7.5-hour shift pattern covering the operational hours 8:00am – 6:00pm with 1 hour for lunch. Additional hours and off-site travelling may be required from time to time.
Please contact Arlene Gray for more detail on this role – please call 01905 27747 email [email protected]