Tech-Savvy Customer Support Advisor

Leapfrog Limited; United Kingdom; On-site; GBP 22,000 - 32,000; Full time

Job summary

Leapfrog Limited is seeking a proactive Customer Experience professional to respond to enquiries, resolve issues, and provide information on products and services. You will maintain professional support across multiple channels and help ensure a high standard of service.

The role focuses on clear communication, active listening, and ownership of customer issues, with opportunities to promote suitable products while adhering to regulatory and data protection requirements.

Qualifications

• Previous customer-facing experience.
• Strong communication and listening skills.
• Ability to explain technical information clearly.
• Organised with attention to detail.

Responsibilities

• Respond to inbound and outbound customer enquiries by telephone and online channels.
• Provide professional support with general enquiries, technical faults and service requests.
• Assist customers with mobile, broadband, fibre and other telecommunications products and services.
• Explain product information, service options and technical matters clearly and accurately.
• Identify opportunities to promote suitable products and services while maintaining a customer-focused approach.
• Take ownership of customer issues and ensure enquiries are progressed through to resolution.
• Diagnose and troubleshoot routine service faults, aiming to resolve issues at first contact where possible.
• Escalate more complex technical issues to the relevant teams.
• Process customer orders, registrations and service requests accurately.
• Maintain up-to-date customer records and information within internal systems.
• Keep customers informed of progress, next steps and expected timescales.
• Liaise with Engineering and Product teams regarding significant service issues.
• Support customer retention by delivering a positive and professional service experience.
• Ensure compliance with relevant regulatory, data protection and information security requirements.
• Complete general administration and reporting tasks as required.

Skills

Customer-facing

Communication

Listening skills

Problem-solving

Ownership

Teamwork

Under pressure

Technical interest

Job description

Leapfrog Limited is seeking a proactive Customer Experience professional to respond to enquiries, resolve issues, and provide information on products and services. You will maintain professional support across multiple channels and help ensure a high standard of service.

The role focuses on clear communication, active listening, and ownership of customer issues, with opportunities to promote suitable products while adhering to regulatory and data protection requirements.