Job Description

Your role will be to provide first class, friendly and outstanding professional service to company Broadband customers. Joining our team will allow you to contribute to service level excellence.

Your part in the team:

• Demonstrate excellent customer service consistently through inbound and outbound service calls.
• We diagnose and resolve faults using a range of systems and tools, focussing on putting the customer first, efficiently managing any follow-on contact through outbound calls to customers
• Handling and resolving both service queries and complaints, ensuring a swift resolution, whilst providing clear explanations and meeting customer expectations.
• Dealing with a range of technical queries, exploring root causes and adhering to fault diagnostic processes to ensure ongoing technical support for customers.
• Amend customer packages, including additional products and understand all compliance implications and requirements.
• Ensuring all customer promises have been met and followed up efficiently, adhering to process and policy to promote a smooth customer journey.

Required Knowledge, Skills, and Abilities

Strong verbal and written communication skills, with great attention to detail. Able to adapt to change positively and establish excellent customer relationships. Professional, friendly and engaged telephone manner. PC literate, and the ability to manage and navigate multiple systems easily and accurately. A good and consistent typing speed. Great problem solving ability, employing appropriate listening and questioning techniques to identify our customer’s needs, resolving queries and complaints with speed and efficiency. Experience of working in a target driven environment to a high standard. The ability to identify the root cause of technical problems, taking ownership and demonstrating consistent resilience when providing customer service excellence. Top-notch troubleshooting and problem-solving skills. Experience in dealing with customer’s complaints, diffusing difficult situations and resolving complex technical issues. Openness to feedback and the want to do right by the customer. Highly organized with good time management skills. Contact Centre experience.