Customer Service Executive

JR United Kingdom; Lincoln; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

A leading company in the Fibre industry is seeking a passionate Customer Service Executive to join its growing team. The role involves providing exceptional support across various channels, handling customer inquiries and issues, while ensuring a fantastic experience. The position offers a competitive salary, hybrid working flexibility, and numerous rewards, making it an excellent opportunity for those looking to grow in a dynamic environment.

Benefits

25 days holiday plus Birthday off

Company Pension Contribution

Superb Maternity/Paternity Support Package

Private Medical and Dental cover

Continuous development and career prospects

Qualifications

• At least 12 months experience in customer service roles.
• Ability to handle multiple inquiries and complaints efficiently.
• Experience with Fibre/Telecoms/Broadband service preferred.

Responsibilities

• Provide 1st line support across multiple channels.
• Diagnose and troubleshoot customer technical issues.
• Manage customer complaints and work towards resolution.

Skills

Customer service skills

Technical troubleshooting

Time management

Effective communication

Problem-solving

Education

12 months experience in contact centre

Tools

Customer Service software

Job description

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Connect Fibre is a rapidly expanding and exciting new business offering the very latest ‘Full Fibre’ to homes and businesses across the nation. With broadband speeds of up to 2000 Mbps, new Wi-Fi 7 technology, exceptional customer service, and costing no more than current internet packages, customer growth is expected to be exponential. Our product sells itself!

We now seek a dynamic, ambitious individual to join our Customer Services Team.

The Role:

As a Customer Service Executive, you will be passionate about ensuring that every customer has an amazing experience with our service, even when things need fixing.

As part of a growing team, you will provide customers with accurate, friendly and knowledgeable support to help them get the most out of their products and to resolve any issues in a timely manner.

Role Requirements:

• Have a customer first, proactive attitude, delivering exceptional customer service on each and every contact

• Provide 1st line technical, account, sales, and general support to customers across multiple channels, including telephone, chat, social and email

• Ability to diagnose and troubleshoot technical issues related to our broadband and telecommunication services.

• Manage and close tickets within agreed service levels, recording all activity accurately and efficiently on internal systems, to ensure we meet customer expectation

• Provide accurate information about Connect Fibre's products and services.

• Handle customer complaints with empathy and efficiency, ensuring a satisfactory resolution.

• Collaborate with technical teams to resolve complex problems and escalate issues when necessary.

• 37.5 hour week with some shift pattern.

Experience:

• At least 12 months experience working in a contact centre, within the Fibre/Telecoms/ Broadband/ Media industry

• Excellent customer service skills gained working with a diverse customer base and a wide range of issues and incidents.

• Experience of working at a start-up or scaling business is advantageous, with a willingness to help setup new systems and processes.

• Effective communicator with both customers and colleagues using minimal technical jargon.

• Ability to manage personal workload through skilled time management and prioritisation.

• A positive attitude and resilience that shines through whether working within a team or independently.

• Strong attention to detail and a natural problem solver.

• Internet or telecoms experience preferred, but not essential.

• Proficiency in Customer Service software and tools.

• Excellent communication and problem-solving abilities.

• Ability to work in a fast-paced environment and manage multiple priorities effectively.

Preferred Skills

• Ability and resilience to handle a fast-paced environment, embracing change and opportunities to support the growth of the business.

• Internet or telecoms experience preferred, but not essential.

The Rewards:

• 25 days holiday plus Birthday off

• Company Pension Contribution

• Superb Maternity/Paternity Support Package

• Private Medical and Dental cover

• Continuous development and long-term career prospects

Connect Fibre offers excellent team and business building opportunities. Please see www.connectfibre.co.uk for more information on our exciting new business!

Interested applicants should, in the first instance, send an up-to-date CV to: Paul Blunt at Connect Fibre [emailprotected] . All applications will remain strictly confidential.

(Connect Fibre operates a hybrid working model with main emphasis on home working with occasional visits to company office locations. Candidates must be a UK resident with citizenship or indefinite leave to remain and are required to undertake a basic DBS check.)