1st Line Customer Service Executive

SF Recruitment are currently recruiting for a Customer Experience Executive to join their existing team.

As a Customer Experience Executive, you will be responsible for dealing with customer service queries, their culture is focused on customer experience by focusing on 1st time resolution not average talk times. Striving to deliver service excellence at all times as a Customer Experience Executive you will be accountable for providing customer support across a wide range of products ranging from mobile, connectivity, WIFI, hosted telephony and IT.
The customer service executive has a clear development plan that will focus on soft skills as well as product knowledge.

Key Tasks:

– Day to day management of customer queries; being the 1st time resolution point for all of their requests
– Be the internal advocate for the customer’s enquiries at all times – working with both internal departments and external partners to seek resolutions whilst ensuring the customer is kept informed of progress at all times.
– Develop effective working relationship with our customers.
– Ensure accurate notes and details are added into CRM for every customer interaction
– Ensure detailed records are kept and maintained with regards to all equipment and services provided to Customer.
– Carry out a wide variety of tasks on behalf of our customers, to include:
o Fault finding
o Network / Carrier liaison
o Billing Queries
o Resolving queries on their mobile/hosted telephony/connectivity products and estate
o Activate SIM swaps
o Carry out trouble shooting and line tests
o Ceasing services
– Provide reports to Customer Experience Team Leader in relation to own development, outlining case load, KPI’s etc at agreed frequency
– Assist Service Director with regular supplier performance reviews via way of feedback.

The successful candidate:

• Resolution driven, always striving for a positive response and delivery of options to customer’s telecoms and IT constraints.
• A tenacious attitude with a desire to deliver over and above the customers’ expectations
• Animated personality, who engages 3rd parties in a professional and proficient manner.
• Able to demonstrate a confident and friendly telephone manner
• Possess both strong keyboard and written language skills
• Confident in liaising with all colleagues to meet the customers’ requirements. Demonstrating customer activist behaviour to always deliver service excellence.
• Business acumen with a keen eye for development opportunities, skilled at time management and workload prioritisation
• Adaptability to continue to deliver service excellence in a fast changing environment

Benefits:

• Salary £24K – £28k PA DOE
• 22 days annual leave (+ Public Bank Holidays) Plus your birthday off
• Pension
• NHS Healthcare Top Up Cash Plan
• Discount scheme on entertainment/shopping/leisure activities
• Dedicated self-development time
• Flexible working
• Opportunity to develop a career with a fast growing, ambitious and respected local company
• Personal Training programme with industry recognised qualifications