Customer Service Advocate

Wireless Logic Ltd; Hurley; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

25 days holiday

Buy up to 5 days additional holiday

Enhanced Maternity/Paternity Leave

Private Medical Insurance

Discounted Gym membership

Online discounts on major retailers

Employee assistance program

Job summary

A leading IoT connectivity provider is seeking a Customer Service Advocate to connect with customers and resolve issues related to SIM and hardware. The ideal candidate has at least 2 years of experience in customer service and is passionate about delivering top-tier support. This role includes resolving technical issues and supporting customer onboarding in a hybrid work environment.

Qualifications

• Minimum of 2 years’ experience in customer service or success.
• Ability to engage with customers and colleagues.
• Stay organized and deliver exceptional service.

Responsibilities

• Diagnose and resolve issues with SIMs & hardware.
• Work with networks using Zendesk and other tools.
• Manage relationships and ensure customer satisfaction.

Skills

Communication

Attention to Detail

Problem Solver

Tech-Savvy

Customer Focused

Tools

Excel

PowerPoint

Zendesk

PowerBI

Job description

Overview

3 days ago Be among the first 25 applicants

What we’re all about: a multi award winning, market leading business in the IoT connectivity space. Our mission is to make IoT management a breeze for any device, anywhere. We connect over 10 million IoT subscriptions in 165 countries and partner with 50 mobile networks to deliver value across the IoT connectivity chain.

Innovation is in our DNA, and we strive to wow our customers with collaboration, innovation, and top-notch satisfaction. Our expertise spans industries including industry, agriculture, healthcare, security, transport, utilities, and smart cities.

Wireless Logic provides cutting-edge connectivity solutions to ensure a wide range of devices stay seamlessly connected.

Role Overview

Customer Service Advocate, the heart of the Customer Engagement Team. Your mission is to connect with customers, solve problems, and deliver top-tier service. You will guide customers through SIM and hardware troubles and build lasting relationships.

Your Daily Quest

• 1st Line Support – Diagnose and resolve issues with SIMs & hardware.
• Collaborate & Connect – Work with networks and use Zendesk, SIMPro, and chat tools to manage and resolve queries.
• Customer Champion – Advocate the use of the SIMPro self-serve portal and create effective solutions.
• Troubleshooting Wiz – Help customers navigate issues with troubleshooting, password resets, and system diagnostics.
• Continuous Improvement – Identify, create, and implement ways to improve customer care.
• Data Driven – Use reporting tools like Zendesk, PowerBI, Salesforce, and SIMPro to make proactive, fact-based decisions.
• Support Your Team – Help with platform readiness, training, and more.
• Onboarding & Training – Assist with smooth customer onboarding and host platform training sessions.

Secondary Focus

• Customer Complaints – Address issues with new accounts and service reviews.
• Operational Support – Ensure the IoT SIM provisioning system is accurate and up-to-date.
• Customer Care – Manage relationships, ensure customer satisfaction, and deliver excellent service at every touchpoint.

The Secret Sauce

• Communication – Your ability to engage with customers and colleagues is key.
• Attention to Detail – Stay organized and deliver exceptional service.
• Problem Solver – Tackle challenges head-on in a fast-paced environment.
• Tech-Savvy – Experience with tools like Excel, PowerPoint, and Zendesk is a plus.
• Customer Focused – With a minimum of 2 years’ experience in customer service or success, you understand complex processes and are ready to make an impact.

What Will Make You Shine

• Proactive & Enthusiastic – Approach challenges with a positive and logical mindset.
• Collaborative Spirit – Share knowledge, learn from others, and be a team player.
• Data-Driven – Use analytical skills to uncover insights and drive improvements.
• Customer Obsessed – Always go the extra mile to exceed customer expectations and business needs.

Why Come Work With Us

Here’s why we’re confident you’ll love being part of our team:

• The chance to join a creative, entrepreneurial company where bold ideas are celebrated.
• Full training, ongoing support, and the tools to help you thrive and grow in your role.
• We’re a company with heart. We genuinely care about our people and make sure everyone feels valued, respected, and part of the family.

Benefits (UK)

• 25 days holiday
• Buy up to 5 days additional holiday
• Birthday Day off
• Enhanced Maternity/Paternity Leave
• Group Company Pension Scheme
• Private Medical Insurance
• Discounted Gym membership at over 3000 Gyms
• Dental cover
• Optical cover
• Company Sick Pay Scheme
• Cycle to work scheme
• Onsite parking
• Onsite gym
• Online discounts on major retailers
• Employee assistance program

What’s Next

Thank you for your interest in Wireless Logic Group. Applications are reviewed within five working days. Shortlisted candidates will be contacted; due to volume, not all applicants can be notified individually.

Interview Process

• Tele Interview – Meet the people team
• 1st Interview (Virtual) - Meet your manager
• 2nd Stage (Face to Face) - Meet your peers

If you require reasonable accommodation during the application and selection process, please let us know and we will work to meet your needs.

Hybrid working: we offer a balance of office collaboration and remote work. Details will be shared during the recruitment process.

Diversity, equity, and inclusion are central to Wireless Logic. By applying you consent to data processing under GDPR. For questions or to exercise your data rights, contact [e-mail].

Location and Availability

Relevant locations include Hurley, Birmingham, West Midlands, Leicester, Tamworth, Coleshill, and surrounding areas in England. Referrals may increase interviewing chances.