Customer Service Advisor

Itchyfeet Recruitment Agency; Isle of Man; Hybrid; GBP 20,000 - 28,000; Full time

Job summary

A recruitment agency is seeking a Customer Service Advisor to provide support to customers via phone and online channels. This role requires flexibility and involves managing customer queries and service requests. Candidates should have excellent communication skills, a strong customer focus, and be able to work in a fast-paced environment. Opportunities for training and professional growth are provided.

Benefits

Opportunities for training and growth

Dynamic work environment

Cutting-edge technology

Qualifications

• Strong customer focus with a passion for delivering high-quality service.
• Excellent verbal and written communication skills.
• Willingness to work flexible hours including evenings and weekends.
• Experience in a technical role and understanding of telecommunications (desirable).

Responsibilities

• Act as a point of contact for customer calls and online interactions.
• Provide information on products and services.
• Ensure all customer interactions are completed successfully.
• Record, diagnose, and resolve customer issues.
• Accurately process order requests and routine administration tasks.

Skills

Customer focus

Excellent telephone manner

Proactive problem-solving

Relationship-building skills

Self-motivation

Attention to detail

Calm under pressure

Job description

Our client is seeking a Customer Service Advisor to provide professional and efficient support to customers via phone and online channels. This role involves handling customer queries, faults, and service requests while ensuring a high standard of customer experience. The position requires flexibility, including evening, weekend, and bank holiday shifts on a rota basis.

Job Duties:

• Act as a single point of contact for inbound and outbound customer calls and online interactions, providing end-to-end support for technical, service, and sales queries
• Provide clear and articulate information on products and services, including fibre, broadband, mobile, and ancillary offerings
• Deliver an excellent customer experience by advising on and promoting products and services to enhance retention and sales
• Ensure all customer interactions are completed successfully or that clear next steps are communicated
• Record, diagnose, and resolve customer issues/faults for general services, providing first-call resolution where possible
• Accurately process order requests to ensure timely completion by relevant departments
• Carry out routine administration tasks, including customer registrations, data input, and maintenance of customer records
• Proactively report major customer-affecting issues to the engineering and product teams
• Ensure compliance with regulatory, data protection, health and safety, and security policies
• Undertake security awareness training and follow incident reporting procedures where necessary

Job Requirements:

• A strong customer focus with a passion for delivering high-quality service
• Excellent telephone manner, listening skills, and the ability to communicate clearly both verbally and in writing
• Self-motivation with a proactive approach to problem-solving and issue resolution
• Ability to work independently and as part of a team while demonstrating strong relationship-building skills
• Willingness to work flexible hours including evenings, weekends, and public holidays
• A well-organised and methodical approach with attention to detail
• Interest in current and future technologies
• Professional appearance with the ability to uphold high standards of customer care
• Experience in a technical role, sales experience, and an understanding of the telecommunications market and customer needs (desirable)
• Ability to use initiative in problem-solving and a positive, resilient approach to work
• Ability to remain calm under pressure

What You’ll Love:

Our client offers a dynamic and customer-focused environment where you will have the opportunity to develop your skills in a fast-paced industry. This role provides training and growth opportunities, as well as the chance to work with cutting-edge technology. The company values teamwork, reliability, and customer satisfaction, making it a great place to build a career in customer service.

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