Customer Support Executive

JR United Kingdom; Manchester; Hybrid; GBP 24,000 - 28,000; Full time

Job summary

A leading UK technology service provider seeks a Customer Support Representative to deliver exceptional service to small business customers. The role involves troubleshooting, managing customer accounts, and achieving KPI targets. Ideal candidates will possess strong communication and analytical skills, with a proactive attitude towards problem-solving.

Benefits

Enhanced leave

Perkbox discounts

Health and well-being support

Charitable donation schemes

Qualifications

• Ability to work under pressure and meet deadlines.
• Experience in Telecoms industry (desirable).
• Familiarity with DMAIC methodologies or similar.

Responsibilities

• Providing exceptional service to small business customers.
• Retaining customers through contract renewals.
• Achieving monthly KPI targets.

Skills

Effective communication

Analytical skills

Problem-solving

Computer literacy

Tools

MS Office

Job description

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Role Overview

Reporting into the Customer Support Team Leader, you will embody our core values of customer focus, innovation, and teamwork. You'll provide exceptional service to our small business customers, enhance their journey, and ensure timely resolution of their queries while achieving monthly KPI targets.

Our Philosophy

“a great place to work, a great place to be a customer”

Responsibilities

1. Providing exceptional service to small business customers on Chess and the TTNC platform.
2. Focusing on improving the customer journey to make Chess and TTNC a great place to be a customer.
3. Retaining customers through contract renewals and reactive retentions.
4. Taking inbound calls and providing 1st line support on calls/tickets.
5. Carrying out troubleshooting activities and resolving customer queries.
6. Proactively chasing cash payments from unmanaged customers, including collection of setups.
7. Handling Direct Debit rejections, ensuring timely resolution and reactivation.
8. Initiating the TOS to cease process, managing cease and reconnection, and sending accounts to Flint Bishop.
9. Supporting other functions in the service area as required.
10. Achieving monthly KPI targets.
11. Managing customer accounts in escalation or complaint status.
12. Collaborating with carriers, customers, and internal teams for quick resolution.
13. Managing customer contact through social media channels.
14. Working on a rota to support ticket triage.
15. Identifying up-selling opportunities across Chess products and services.

Candidate Profile

1. Ability to work under pressure and meet deadlines.
2. Ability to work independently and as part of a team.
3. Effective communication skills with team members and senior management.
4. Strong analytical skills.
5. Proactive attitude, problem-solving skills, and persistence.
6. Excellent computer literacy skills.
7. Experience in Telecoms industry (desirable).
8. Familiarity with DMAIC methodologies or similar.
9. Proficiency in MS Office suite.

About Chess

Chess is a leading UK independent technology service provider supporting over 21,000 businesses with a team of over 360 employees. We value diversity, equality, and inclusion, and have been recognized as one of the best companies to work for.

Our Culture & Growth

We promote growth, knowledge development, and career progression, believing that "if you’re not growing, we’re not growing".

Salary & Benefits

Up to £28,000 depending on experience, with benefits including enhanced leave, Perkbox discounts, hybrid working support, loyalty points, health and well-being support, holiday entitlements, and charitable donation schemes.

Working Hours

Standard week is 37.5 hours, Monday to Friday, with flexible and part-time options available. Opportunities for remote and office work are provided, with occasional travel.

Join Us

If you seek exciting challenges and growth, apply by sending your CV and cover letter to our Recruitment Department at: [emailprotected].

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