Customer Service Advocate

Wireless Logic Ltd; Maidenhead; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a dynamic team at a leading IoT connectivity firm as a Customer Service Advocate! In this role, you'll be the heart of customer engagement, solving problems and ensuring top-tier service. With a focus on collaboration and innovation, you'll help customers navigate their SIM and hardware challenges while building lasting relationships. This position offers the chance to work in a supportive environment where your contributions are valued, and you'll receive comprehensive training to help you thrive. If you're passionate about customer service and eager to make an impact, this is the perfect opportunity for you!

Benefits

25 days holiday

Birthday Day off

Enhanced Maternity/Paternity Leave

Private Medical Insurance

Discounted Gym membership

Cycle to work scheme

Onsite parking

Onsite gym

Employee assistance program

Qualifications

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

Responsibilities

• Provide 1st line support for SIM and hardware issues.
• Collaborate with networks to manage and resolve customer queries.

Skills

Customer Service

Problem Solving

Communication

Attention to Detail

Tech-Savvy

Education

High School Diploma

2+ years in customer service

Tools

Zendesk

PowerBI

Salesforce

Excel

PowerPoint

Job description

Get AI-powered advice on this job and more exclusive features.

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 across 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.

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.

• 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 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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Telecommunications, Software Development, and IT Services and IT Consulting

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