Customer Service Advocate Maidenhead

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

Job summary

Wireless Logic Group is seeking a Customer Service Advocate, pivotal to the Customer Engagement Team. You will guide customers through SIM and hardware issues while advocating for effective solutions. In this dynamic role, you will enhance customer satisfaction, utilizing your problem-solving skills in a supportive environment that values innovation and teamwork. Enjoy competitive benefits, a collaborative culture, and the opportunity to grow with a leading IoT connectivity provider.

Benefits

25 days holiday

Buy up to 5 additional holiday days

Enhanced Maternity/Paternity Leave

Private Medical Insurance

Discounted Gym membership

Access to online discounts

Onsite parking

Qualifications

• Minimum of 2 years’ experience in customer service.
• Ability to engage with customers and colleagues effectively.
• Organized and detail-oriented.

Responsibilities

• Diagnose and resolve issues with SIMs & hardware.
• Work with tools like Zendesk and SIMPro to manage queries.
• Help with smooth customer onboarding and training.

Skills

Communication

Attention to Detail

Problem Solving

Tech-Savvy

Job description

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 over10 million IoT subscriptionsactive in165 countriesand direct partnerships with50 mobile networks, we connect you to more than750 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?

TheInternet 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. AtWireless 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 theheartof 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.

I think we need to be able to somehow show what’s part of the advert to engage them and then what’s the ongoing part that should be used for perf management?

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 Group 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 ([e-mail] ) and we will respond to your query as soon as possible.

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