Customer Service Agent

  • Competitive
  • Orpington, Greater London
  • Telecoms World

Telecoms World

This is your opportunity to join the fastest growing telecoms company in the UK, you will be part of a fun and vibrant team of professionals who will motivate you to excel in your role.

As a Customer Service Agent, you will be providing excellent customer experience by communicating courteously via telephone, live chat and email. You will provide help and advice to customers using our organisation's products and services and liaising with our suppliers. You will investigate and solve customer concerns, handling any issues through to resolution to provide our customers with a consistent, personal touch.

Main Purpose of Job: To ensure the highest level of service is offered to customers.

A Customer Service Agent is responsible for gaining, demonstrating, and having an all-round knowledge of all 4 departments that are situated within our Customer Care Team. These are Customer Services, Support, Provisioning and Billing and you will have need to have a flexible approach to this role on a daily basis.

Customer Service Agent is responsible for:

• Provisioning orders from the start of an order to its completion

• Offer 1st line support on all enquiries

• Arranging, organising and overseeing couriers

• Dealing with order delays and management of customers’ expectations.

• Follow up on customer interactions

• Email management of multiple mailboxes

• Supplying supporting documentation relating to products and services

• Maintain customer database

• Identify sales opportunities

• Taking payments

• Invoice Analysis

• Carry out your duties in a professional, polite and helpful manner

• Maintain procedures within the team

• Provide an effective telephone service, ensuring all calls are answered in a prompt, timely and professional manner

Key Competencies of a Customer Service Agent:

• Outstanding communication skills

• Ability to obtain and evaluate all relevant information to handle product service enquiries

• Reliable

• Punctual

• Excellent interpersonal skills

• Good telephone manner

• Adaptable

• Attention to detail

• Problem solving and analysis

• Team player

• Eager to learn and take on new challenges

• Computer literate (word, excel and email)

• Ability to work under pressure with high call volumes

• Handle and resolve customer complaints

• Good organisation skills

Desired Knowledge and Experience of a Customer Service Agent

• Industry experience desirable but not essential

• Knowledge of customer service practices and principles

• Previous office experience working in a Customer Service role

Benefits

• Ongoing training

• Pension scheme

• 20 days’ holiday plus bank holidays

• Modern offices

• BUPA cash plan

Hours of work - Monday to Thursday 08:45 to 17:30 and Fridays 08:45 to 17:00

We actively encourage personal development across all our departments as we believe this is how you grow a successful business.

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