Customer Service / Support Desk representative

  • Job Reference: 00039314-1
  • Date Posted: 17 February 2021
  • Recruiter: CV-Library
  • Location: Bolton, Manchester
  • Salary: £17,200 to £24,500
  • Sector: Call Centre / Customer Service, Covid-19
  • Job Type: Permanent

Job Description

Customer Service / Support Desk representative

It`s a very exciting time for the business and we are looking for a new member of the team to achieve and develop with us.
Previous experience in working in the Telecommunications Industry is preferred, ideally with a basic understanding of VoIP/SIP/Hosted Phone systems & Broadband.

Position Overview
Working hours 8.30am to 5.00pm Monday to Friday, the role is office based however due to Covid-19 restrictions this may initially, also include some home working.
As an SME, priorities can change and so we will require someone with the ability to prioritise tasks and self-manage.

The role involves assisting both, other members of staff and customers and will entail all aspects of the day to day running of a telecommunications business.

Essential Job Functions

*Answering inbound help desk/support calls and try to resolve any issues or take relevant information to raise an internal support ticket.
*Handling first line support tickets from receipt to resolution
*Managing escalations to 2nd and 3rd line support by liaising internal teams and external carriers to resolve customer faults ensuring all service level agreements are met.
*Prioritising and managing your own open support tickets until resolved
*Educate the customer/partner where possible to enable self-resolution in future.
*Assist with raising contracts for the sales team when required and send to the customer for electronic signature.
*Process orders when requested which may include, but not be limited to, ordering new phone lines, broadband connections, SIP Trunks, hardware, VoIP systems, SIM cards and number porting.
*Help customers with "how to" queries regarding their products and services.
*Assist sales/ account management team with any queries they may have with various network providers and other suppliers.
*Assist with monthly billing of customers by updating billing system as required.
*Assist with general admin tasks such as emailing customer base, updating customer records with suppliers and internally, keeping stock and purchase order sheet up to date, generating new price lists for sales team etc.
*Ensure that all company processes, procedures, and standards are adhered to at all times.

*Exceptional interpersonal skills with a flair for forging lasting customer relationships.
*Positive and approachable and willing to go above and beyond to ensure the customer is always put first.
*Ensuring customer expectations are met and exceeded.
*Champion company values ensuring customers are always put first, with the highest of service provided.
*Effective organisational and communication skills
*Strong, clear and polite telephone manner
*IT/Computer Literate to include Microsoft suite of products.
*Ability to multi-task and work under pressure
*A desire to work as part of a team.
*High attention to detail
*Hold all work-related information and materials confidential.

Salary: £17,200.00 to £24,500.00 DOE
The annual holiday allowance for this position is 28 days (including bank holidays), with an extra day accrued for each year of employment up to the maximum 32 days holiday allowance (including bank holidays)