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> Customer Service Agent

3 months ago

Kent, United States Telecoms World Full time

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 an excellent customer experience by communicating courteously via telephone, letter, 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 a 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.

* Mail administration.

* 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

* Investigate and solve customer billing concerns, handling any issues through to resolution to provide our customers with a consistent, personal touch

* Maintain procedures within the team such as BACS payments, Direct Debits, Invoicing, Debt Management and Suspensions.

**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-processing, spreadsheets, 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 is 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

**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.