Customer Service Advisor

Smart Recruitment; Colby; On-site; GBP 12,000 - 18,000; Full time

Job summary

Smart Recruitment is seeking a customer service advisor to provide frontline support for telecom services. You will handle calls and online inquiries, promote products, and ensure a smooth, friendly customer experience.

The role requires flexibility to work shifts including evenings and weekends, with a focus on delivering prompt, clear solutions and maintaining high standards of service.

Qualifications

• Passion for customer service and achieving positive outcomes.
• Strong empathy and experience in customer-facing roles.
• Excellent verbal and written communication skills.
• Ability to translate complex information into clear explanations.
• Self-motivated and responsible for full issue resolution.
• Comfortable working alone or in a team with solid relationship skills.
• Willingness to work shift patterns including evenings/weekends/bank holidays.
• Organised, accurate and careful in handling customer data and tasks.
• Interest in technology and telecommunications products.

Responsibilities

• Handle inbound and outbound calls and online queries as single point of contact.
• Provide end-to-end support for technical and general customer issues.
• Advise on and promote Fibre, broadband, mobile and related services.
• Ensure first-call resolution where possible and clear next steps for customers.
• Accurately complete order requests to enable downstream teams.
• Maintain customer data and perform routine administrative tasks.
• Represent the company values in every customer interaction.
• Inform engineering and product teams promptly about major customer issues.

Skills

Customer focus

Empathy

Telephone manner

Written communication

Problem solving

Team player

Flexibility

Tech savviness

Job description

JOB PURPOSE

To provide an efficient and professional service to customers over the phone or online, supporting customer queries, faults, and requests for service. To strive for customer excellence and ensure all customers are dealt with efficiently and in a welcoming and friendly way. Working within a team, applicants should note that the role will include working evening, weekends, and bank holidays on a rota basis. The Customer contact centre operates from 8 a.m. to 8 p.m. Monday to Friday and 9 a.m. to 6 p.m. on Saturdays also some public holiday cover will be required. Therefore applicants should note that they will be required to work shifts within these times, and that these times will be subject to change.

MAIN DUTIES AND RESPONSIBILITIES

• To be a single point of contact for our customers for both inbound and outbound calls and online channels. Providing end to end support for a range of customer issues, providing support and advice on technical and general customer queries as well as service and sales support.
• To be articulate when providing information on our products and services which includes, Fibre, broadband, mobile and other ancillary services or offers available.
• Provide an excellent customer experience by advising and actively promoting our products and services, thereby enhancing sales, and making retaining the customer apriority.
• To make sure all customer interactions are completed successfully or that the next steps in any process have been made clear for the customer so that they are confident in our ability to meet their needs in a timely way.
• Record, interrogate and diagnose customer issues/faults for all General services, provide information or a first call resolution when possible; to decide upon and implement correct procedures to ensure a solution.
• To accurately complete order requests as required so that other departments can complete their actions for the customer quickly and accurately.
• To provide routine administration including but not limited to customer registrations, data input and maintenance of customer data in internal systems, reporting and additional activities as required.
• Embody the companies values and make every customer interaction an opportunity to extend and strengthen a customer relationship.
• Proactively inform the CTIO engineering team and Products team of any major customer affecting issues as they emerge in a timely manner.

SKILL REQUIREMENTS

Essential

• A passion for putting the customer first and achieving customer focussed outcomes. High
• levels of empathy and experience of working in a customer facing role.
• Superb telephone manner and listening skills.
• Excellent communication skills, both verbal and written, with the ability to translate the
• complex into more easily understood terms.
• Self-motivated and driven to take responsibility for customer issues, seeing them through
• to completion.
• Happy working alone or as part of a team, possessing strong relationship skills.
• Willing to work outside normal working hours to provide customer focused support shifts
• Well organised and methodical, driven to produce accurate and quality work.
• Demonstrate an interest in current and future technology.
• Smart appearance and ability to promote our progressive image and high standards of
• customer care.

Desirable

• Experience of working in a technical role.
• Sales experience an advantage.
• Eager and quick to learn new skills and technologies.
• Appreciation of the telecommunications market and customers.
• Able to use their initiative to tackle a broad range of problems.
• A cheerful and optimistic attitude to work.
• Calm and controlled under pressure.