Customer Service Advisor

NT Voice & Data; Nottingham; On-site; GBP 26,000; Full time

Job summary

A telecommunications company in Nottingham is seeking a proactive Customer Service Agent. You will be the first point of contact for clients, providing exceptional service and support. Key responsibilities include responding to queries, providing technical support, and maintaining customer records. Candidates should possess strong communication skills and ideally have experience in the telecommunications sector. This position is full-time and offers flexible working hours.

Qualifications

• Strong verbal and written communication skills with a customer-centric approach.
• Ability to assess customer needs and deliver clear, effective solutions.
• Experience in the Telecommunications sector is preferred but not essential.
• Proficiency with CRM systems and familiarity with customer support tools.
• Strong problem-solving and organisational abilities, with attention to detail.
• Ability to manage multiple tasks efficiently in a fast-paced environment.

Responsibilities

• Respond to customer queries via phone, email and chat in a prompt, friendly, and professional manner.
• Provide first-line technical support for broadband, mobile, and phone line issues.
• Process customer orders accurately and update asset records as needed.
• Maintain and update customer records using CRM systems.
• Proactively follow up on unresolved or escalated issues.
• Liaise with internal teams to share insights and customer feedback.
• Build rapport and foster long-term relationships with clients.

Skills

Strong verbal and written communication skills

Customer-centric approach

Problem-solving abilities

Organisational abilities

Familiarity with CRM systems

Competency with Microsoft Office 365

Tools

CRM systems

Microsoft Office 365

Job description

Hours: Monday – Friday 8:30am-5pm – Flexible Hours available

Salary: £25,396.80

Business Unit: NT Voice & Data

Location: Nottingham

We are looking for a proactive and customer-focused Customer Service Agent to join our team in the Telecommunications sector. As the first point of contact for our clients, you will play a critical role in delivering exceptional service and support. This role requires excellent communication skills, a problem-solving mindset, and the ability to provide tailored solutions to ensure a positive customer experience.

Key Responsibilities

• Customer Interaction: Respond to customer queries via phone, email and chat in a prompt, friendly, and professional manner.
• Issue Resolution: Provide first-line technical support for broadband, mobile, and phone line issues, escalating complex cases when necessary.
• Order and Asset Management: Process customer orders accurately and update asset records as needed.
• Record Maintenance: Maintain and update customer records using CRM systems to ensure data accuracy and continuity.
• Follow-Up and Satisfaction: Proactively follow up on unresolved or escalated issues to ensure customer satisfaction and resolution.
• Internal Collaboration: Liaise with internal teams and management to share insights, customer feedback, and relevant reports.
• Customer Retention: Build rapport and foster long-term relationships with clients to promote loyalty and retention.

Required Skills & Experience

• Strong verbal and written communication skills with a customer-centric approach.
• Ability to assess customer needs and deliver clear, effective solutions.
• Experience in the Telecommunications sector is preferred but not essential.
• Proficiency with CRM systems and familiarity with customer support tools.
• Strong problem-solving and organisational abilities, with attention to detail.
• Ability to manage multiple tasks efficiently in a fast-paced environment.
• Competency with Microsoft Office 365, particularly Excel, is desirable.

*Please note that unfortunately this role does not provide visa sponsorship opportunities, all candidates must have the right to work in the UK.

SCG is proud to be an equal opportunities employer.
We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.

We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.