Customer Service Advisor

Giacom; Nelson; On-site; GBP 19,000 - 26,000; Full time

Benefits offered by this job

Learning & development

Casual dress code

25 days annual leave + birthday off

Pension plan

Office refreshments

Job summary

Giacom in Nelson, England is expanding and hiring customer service advisors to join our team. You will provide exceptional support to our reseller partners, handle inquiries, and manage provisioning and order tasks using our mainframe systems.

We value strong communication, IT literacy, a proactive mindset, and the ability to work well in a team. Full training is provided, with opportunities to develop and progress within the company.

Qualifications

• Customer engagement skills.
• IT skills and basic technical knowledge.
• Strong communication abilities and clarity in notes.
• Attention to detail and accuracy in tasks.
• Ability to multitask and solve problems under pressure.
• Flexible approach to work and team collaboration.
• Active team player with a proactive mindset.
• Self-motivation and enthusiasm to learn.
• Capable of meeting deadlines in a fast-paced environment.

Responsibilities

• Provide exceptional support to reseller partners.
• Be the first point of contact for complaints and escalations.
• Provision and manage reseller orders using internal systems.
• Liaise with resellers and suppliers to resolve issues and provide updates.
• Deliver customer service and support across touchpoints.
• Handle incoming calls from resellers as needed.
• Investigate root causes of provisioning issues.
• Provide technical advice to resellers and staff.
• Schedule tasks to completion within set timescales.
• Keep all systems updated for each customer contact.

Skills

Customer engagement

IT skills

Desire to develop

Communication skills

Attention to detail

Multi-tasking

Flexible work

Team player

Self-motivated

Working under pressure

Job description

Giacom is the only provider of Comms, Cloud, Hardware and Billing through one platform.

Our platform connects technology resellers and service providers to the best IT, Comms and Cloud products and services so they can create brilliant technology solutions for UK businesses.

We are expanding, we have multiple open requirements for customer service advisors to join our team in Nelson.

Full technical training will be given, though you'll need to come already set with some fantastic customer service skills!!

What You'll Be Doing

• Providing exceptional support and service to our partners
• To be the first point of contact for complaints and escalations within the team and for our Resellers
• Provisioning and Managing reseller orders using our mainframe internal systems as required
• Liaise with resellers and suppliers to resolve issues, providing regular, proactive updates
• Customer Service and Support duties
• Handle incoming calls from our Resellers as required
• Investigation into root cause of recurrent provisioning issues
• Provide technical advice to resellers and internal staff
• Schedule and action all tasks to completion within specified timescales
• Ensure all systems are kept fully updated for each action and point of customer contact.

Skills & Experience

• Customer engagement skills
• IT skills/knowledge
• A desire to succeed and develop
• Exceptional communication skills
• Accuracy and attention to detail
• Ability to multi task and problem solve
• Flexible approach to work
• Excellent team player
• Self-motivated and enthusiastic
• Ability to work under pressure to set deadlines.

What's in it for you?

• Investment in your future career with a variety of learning and development opportunities.
• No dress code - embrace the freedom to bring your whole self to work.
• 25 days annual leave, plus bank holidays. You'll even get your birthday off, too!
• A pension plan for your future.
• Complimentary refreshments in all our offices.

For a comprehensive list of all our benefits, click here.

Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.