Customer Service Representative

Virgin Media; Sheffield; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading telecommunications provider based in Sheffield is seeking a committed Customer Service Representative to manage inbound and outbound calls. The role involves educating customers about service transitions, addressing concerns, and maintaining accurate records of interactions. Ideal candidates will possess strong communication skills and a customer-first mentality. This position offers a Monday to Friday schedule with a collaborative team environment.

Qualifications

• Excellent verbal and written communication skills.
• Superb organisational skills and the ability to handle multiple tasks.
• Customer-first mentality and effective interaction skills.

Responsibilities

• Identify and engage correct contacts regarding service retirements.
• Contact customers by phone to inform about account implications.
• Handle inbound calls addressing customer concerns efficiently.
• Educate customers about their choices regarding services.
• Maintain accurate records of customer interactions.

Skills

Verbal and written communication skills

Organisational skills

Customer-first mentality

Proficiency with CRM systems

Team collaboration

Adaptability

Job description

As a Technical Customer Support specialist with expertise in the Telecommunication domain, we are looking for a committed and customer-focused Customer Service Representative to manage both outbound and inbound calls within our dynamic team. This crucial role involves communicating with customers about a service we are phasing out, providing clear information, and assisting them in making informed decisions regarding their future options.

Our client is currently looking for a recruit to join their current team. Shifts: Monday to Friday (37.5 hours). The recruitment team can be contacted between 09:00 and 17:00, Monday to Friday.

Responsibilities

• Identification of correct contacts to engage regarding their services with Virgin Media O2 using both internal systems and public information available.
• Proactively contact identified customer contacts by phone to inform them of service retirements and discuss their account implications.
• Handle inbound calls from customers seeking information about the changes, addressing their concerns and queries with empathy and efficiency.
• Educate customers about their choices, including terminating their contract, transferring services to another provider, or exploring new options available through our sales team.
• Facilitate a seamless transition for customers opting for new services, providing comprehensive information and support throughout the process.
• Maintain accurate records of customer interactions, ensuring all relevant information is accessible for follow-up actions.
• Work closely with sales and customer support teams to ensure consistency in communication and customer satisfaction.
• Manage customer enquiries and resolve issues with a high level of professionalism and care.
• Experience in both outbound and inbound customer service environments including handling upsell opportunities.

Qualifications

• Excellent verbal and written communication skills, with the ability to convey information effectively and clearly.
• Superb organisational skills and the capability to handle multiple tasks simultaneously.
• A strong customer-first mentality, adept at adjusting interactions to meet varied customer needs.
• Proficient with CRM systems and other standard office software.
• Team-oriented with a positive attitude and the ability to collaborate effectively.
• Adaptable and resilient, capable of thriving in a fast-paced and changing environment.