Customer Service Advisor

Squirrel Internet Ltd; Leicester; On-site; GBP 18,000 - 24,000; Full time

Job summary

Squirrel Internet Ltd is seeking a customer service advisor to join our small, friendly internet service business in Leicester. You will handle enquiries by phone, email and webchat, assist with orders and installation bookings, and troubleshoot basic broadband issues.

You will be engaging and capable of explaining our service packages to customers and guiding them through the process. Evening and weekend shifts are expected; full and part-time applicants are considered.

Qualifications

• Answering customer enquiries via telephone, email, webchat and social media with a friendly and helpful approach.
• Ability to explain service packages and match them to customer needs.
• Troubleshoot basic broadband/home networking issues and installation queries.

Responsibilities

• Answer customer enquiries via the telephone.
• Monitor and respond to customer enquiries via email and webchat/social media.
• Liaise with wholesale network providers to deliver services.
• Take orders, book installations and triage installation issues, handle billing inquiries.

Skills

Customer service

Communication skills

Troubleshooting

Friendly demeanor

Job description

We are looking for a customer service advisor to join our small and rapidly growing friendly internet service business.

Your day-to-day responsibilities will include the following:

• Answering customer enquiries via the telephone
• Monitoring and responding to customer enquiries via email
• Monitoring and responding to customer enquiries via webchat / social media
• Liaising with wholesale network providers to deliver services to our customers

Enquiries of the following nature would be expected:

• Sales and product enquiries
• Taking orders from customers
• Installation bookings and triaging installation issues
• Billing and payment enquiries
• Troubleshooting technical issues with broadband and home networking

Squirrel is a customer focused organisation; we are all about delivering an excellent experience to our customers at all stages of the customer journey. We believe the ideal candidate would have the following skills:

• The ability to be friendly and fun with customers, breaking the usual scripted experiences of calling an internet service provider.
• The ability to understand and advise on which of our service packages are suitable for our customers in an engaging, helpful and dynamic way.
• The ability to understand how our internet services are delivered, and to be able to explain the process to customers so they know what to expect.
• The ability to troubleshoot, installation, and technical issues.

Whilst the role is not a technical role, a candidate with the following knowledge would be at an advantage:

• Understanding of different internet technologies such as ADSL, VDSL, GPON and P2P fibre
• Understanding of home networking, Wi-Fi and Mesh Wi-Fi systems
• Ability to troubleshoot networking, device and Wi-Fi issues.

The role is primarily working in the office with the option to work 1 day a week at your discretion

Full and part time candidates will be considered. Evening and weekend shifts will be required.