Customer Service Advocate

JR United Kingdom; Maidenhead; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company that leads in IoT connectivity solutions! As a Customer Service Advocate, you will be the heart of the Customer Engagement Team, connecting with customers and solving their problems. Your role will involve diagnosing issues, collaborating with networks, and advocating for self-service solutions. With a commitment to innovation and customer satisfaction, you will thrive in a supportive environment that values your contributions. Enjoy a hybrid working approach, competitive benefits, and the chance to make a real impact in a dynamic industry.

Benefits

25 days holiday

Buy up to 5 additional holiday days

Birthday Day off

Enhanced Maternity/Paternity Leave

Group Company Pension Scheme

Private Medical Insurance

Discounted Gym membership

Onsite gym

Employee assistance program

Qualifications

• Minimum of 2 years' experience in customer service or success.
• Proficient with customer support tools like Zendesk and Salesforce.

Responsibilities

• Diagnose and resolve issues with SIMs & hardware.
• Manage customer relationships and ensure satisfaction.
• Assist with customer onboarding and training sessions.

Skills

Customer Service

Problem Solving

Communication

Attention to Detail

Data Analysis

Education

2+ years in Customer Service

Tools

Zendesk

Salesforce

PowerBI

Excel

PowerPoint

Job description

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Any company can tell you about how they are a multi award-winning, market-leading business, and yes, we are both of those things in the world of IoT connectivity! But we’re more than that. Our mission? To make IoT management a breeze for any device, anywhere. With over 14 million IoT subscriptions active in 165 countries and direct partnerships with 50+ mobile networks, we connect you to more than 750 networks worldwide, delivering unmatched value across the IoT connectivity chain.

Innovation is in our DNA, and we have an insatiable hunger to ‘wow’! While we may not always get it right, our drive to collaborate, innovate, and achieve top-notch customer satisfaction never wavers. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. Our expertise spans various sectors, including industry, agriculture, healthcare, security, transport, utilities, and smart cities.

IoT… a fancy acronym or a secret code?

The Internet of Things (IoT) is like the magical glue that keeps the world connected! From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot, IoT is everywhere—even if you don’t realize it. At Wireless Logic, we provide cutting-edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.

Role Overview:

As a Customer Service Advocate, you’re the heart of the Customer Engagement Team! Your mission: to connect with customers, solve problems, and ensure top-tier service. You’ll be at the front line, guiding customers through their SIM and hardware troubles, and creating lasting relationships along the way.

Your Daily Quest :

1. 1st Line Support - Diagnose and resolve issues with SIMs & hardware.
2. Collaborate & Connect - Work with networks and use Zendesk, SIMPro, and chat tools to manage and resolve queries.
3. Customer Champion - Advocate the use of the SIMPro self-serve portal and create effective solutions!
4. Troubleshooting Wiz - Help customers navigate issues with troubleshooting, password resets, and system diagnostics.
5. Continuous Improvement - Identify, create, and implement ways to improve customer care.
6. Data Driven - Use reporting tools like Zendesk, PowerBI, Salesforce, and SIMPro to make proactive, fact-based decisions.
7. Support Your Team - Help with platform readiness, training, and more!
8. 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 At Wireless Logic:

• Proactive & Enthusiastic - Approach challenges with a positive and logical mindset!
• Collaborative Spirit - Share your knowledge, learn from others, and be a team player.
• Data-Driven - Use your 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.

For UK: Benefits Of Being Part Of The Team:

• 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
• Optical cover
• Company Sick Pay Scheme
• Cycle to work scheme
• Onsite parking
• Onsite gym
• Access to a variety of online discounts on major retailers
• Employee assistance program

Ok, I'm Interested, What’s Next?

Thank you so much for your interest in Wireless Logic Group, we appreciate the time and emotion that goes into an application.

We will review all applications within five working days and be in touch with those who have been shortlisted to the next stage. Unfortunately, due to volume, we are not able to get back to everyone individually, so if you have not heard back from us, unfortunately, you have not been successful on this occasion but would love to stay in touch for future opportunities.

Overview of interview process at Wireless Logic:

• Tele Interview – Meet the people team?
• 2nd Stage (Face to Face) - Meet your peers?

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

How we work?

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home. We've adopted a hybrid working approach to give more flexibility on where and how we work. You’ll find out more about what this means for this role during the recruitment process, but we are currently excited to have our employees experience our office culture as much as possible.

Wireless Logic unites and brings people together. We accomplish this when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture, we aim to reflect the world’s diverse voices both internally and externally to ensure success in our mission.

By applying for this role, you are consenting for us to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access, erase, or restrict the holding or processing of your data, please contact us and we will respond to your query as soon as possible.