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Our client has established a strong market presence as an integrated services provider of computer networks, telephone systems, internet access and telecommunications carrier services to SMEs within the M25. The company is a Microsoft Solution Provider, a Tier 2 ISP and an Ofcom recognised communications provider. Working in partnership with world-class suppliers, it has achieved an enviable reputation for quality of service amongst its customers. The CSC (Customer Service Centre) is responsible for the support of Voice and Data solutions. The group now requires a Customer Service Advisor to join the team in SW8.
The Customer Services Team consists of 6+ Advisors and 15 Engineers who provide support to ISP, Voice and Data customers. The aim of the group is to provide profitable solutions that meet customers' needs. The role of the CSA within the team is critical to improving and maintaining the quality and effectiveness of that support.
This will require you to:
- Receive in-bound support queries by telephone and email
- Accurately input and monitor jobs on the company's call management system
- Respond to all new calls within 30 minutes.
- Obtain detailed information about the fault as necessary.
- Perform first line diagnostics as appropriate.
- Report out faults to BT on Eco as appropriate. Monitor & escalate BT problems as necessary.
- Keep customers updated with progress of their call – pro-active handling of customers is essential. We will call them before they chase us.
- Keep systems updated with details of customer contact details and responses from third parties.
- Allocate work to other team members and keep them “on task”. The person will work on an hour-by-hour basis with the Customer Service Manager to ensure that jobs are being properly dealt with and resource properly used.
- Escalate issues to Customer Services Manger that are due to fail their response or recovery based on published targets.
- Apply special care procedures to customers as needed.
- Suggest and implement improvements where identified and agreed necessary with the Customer Services Manager.
The person will have excellent customer care skills able to deal with a wide variety of customers. Tact in dealing with distraught and irate people is essential. The ability to keep focussed on core issues under pressure is fundamental to the success of the candidate in this role.
The Requirements:
- Experienced in Customer Service (preferably telephone) ideally a customer service 2nd/3rd “jobber”.
- Experienced working for an ISP/Telecoms company essential.
- Exceptional listening skills.
- Accurate data input/keyboard skills
- Educated to at least ‘A Level or equivalent.
- An enthusiastic self-starter, who will take ownership of projects.
- Hardworking with a “can do” attitude.
The successful applicant will work a shift system operating between 0800 & 2000 Monday to Friday, and will receive a salary of £18,000-£22,000 alongside benefits including 20-25 days' holiday and Permanent Health Insurance.
To apply please send your CV with covering letter detailing your suitability for the role, via the button shown. Please note that CVs sent without a covering letter will be disregarded.
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