Customer Support Advisor
£24k Basic Salary + Uncapped Commission + Monthly Bonuses.
Description
Customer Support Advisor Provide Technical and Billing Support to our Consumer Customers The role averages 20 calls a day.
Location – Hales, Altrincham WA15
Our client is currently seeking a dedicated Customer Support Specialist to join their team. In this role, you will play a crucial part in ensuring our customers receive timely and effective assistance across various channels, including phone, email, live chat, and our ticketing system.
Company Overview
Our client pride themselves on delivering business-class Internet directly to your home utilizing top-tier infrastructure. Our commitment to excellence is evident in our ownership and operation of state-of-the-art resilient networks at each site we serve. We ensure that every premise receives unparalleled connectivity, offering synchronous speeds that empower you to fully utilise the digital world at affordable market rates. With our dedication to providing cutting-edge technology and reliable service, we are your trusted partner in bringing high-quality Internet solutions right to your doorstep.
Key Responsibilities
- Respond promptly and courteously to customer inquiries via phone, email, live chat, or our ticketing system.
- Meet and exceed service targets established by the business, ensuring exceptional customer satisfaction.
- Utilise our internal ticketing system to log and manage support requests accurately, adhering to our Quality Framework guidelines. Assist customers with technical or billing queries, providing thorough diagnostics and resolving issues promptly.
- Determine and request service credits when applicable, effectively managing customer expectations regarding value and resolution timelines.
- Initiate the addition of charges to customer accounts following fault resolution, if deemed necessary.
- Take ownership of complex issues, managing them through to full resolution while maintaining a positive customer experience and keeping customers informed throughout the process.
- Place orders for replacement routers or equipment, ensure timely fulfilment, and arrange shipment to customers.
- Respond to engineer requests for provisioning and troubleshoot or escalate any errors as needed.
Requirements
- A personable and articulate individual who excels at building rapport with customers and colleagues alike.
- Minimum of 1 year of experience in a customer support role.
- Minimum of 1 year of experience in a technical support role, or a demonstrable background in tech-related interests or education.
- Willingness to work in a telephone-based environment on a rotating basis, including weekends and bank holidays.
- Time Management and Organization.
Rewards
- £24,000 basic salary.
- Uncapped Commission + Monthly Bonuses (5% of your basic salary).
- Company Mobile and Laptop.
- Hybrid Working (Work from home 2 days a week).
- Generous 25 days holiday.
- Incentives and team activities (meals and event days).
If you are someone who thrives in a fast-paced, customer-focused environment and possesses excellent communication and problem-solving skills, we encourage you to apply for this exciting opportunity to make a difference in our customers' experience.
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