Customer Service Advisor

Salary: £26,000 – £26,400 per year

Company Description

We’re a continually growing, innovative and multi-award-winning wholesaler and distributor of communications, cloud, billing and hardware products and services. 

We work in a fast-paced and exciting industry, where we have forged strategic partnerships and relationships with the UK’s top telcos, networks, and vendors, including BT, TTB, Vodafone, Virgin Media O2, EE, CityFibre, Sophos, Microsoft and Samsung.

As a Channel-only business, we never sell directly to the end-user. Instead, we serve a market of independent resellers, which we proudly refer to as our partners. 

We offer our partners a market-leading and comprehensive product portfolio, intuitive portals and platforms and a passionate team of industry experts.

We make a complex industry as simple as possible for our partners, enabling them with a commercial platform to sell the latest technologies and solutions to the resilient UK SMB market.

Job Description

Role Purpose

Provide direct support to our non account managed partner base in a timely and accurate manner. Using all available Internal & External resources to provide a high level of service putting our partners at the centre of all communications.

Responsibilities & Accountabilities

• Resolving inbound queries and requests for information from external and internal partners
• Take end to end ownership of queries and resolve in a timely manner in line with company SLA’s and expectations.
• Giving support over the phone, email and using our live chat facility.
• Working within our internal systems to complete account migrations
• Liaise with our departments such as Sales and our Service Desk as and when required
• Onboarding new Partners in to our Cloud Market.
• Maintain up to date records on our CRM system (MS Dynamics).
• Train and up-skill partners where necessary
• Keep up to date of the marketplace/industry in which Digital Wholesale Solutions and Giacom operates.
• Process additional funding/bespoke requests for Partner deals on the O2, Vodafone and EE networks.
• Deal with and support Business Partners daily to support re-sign and new business connection levels within the NWB mobile base
• Guiding Partners to the relevant DWS/Network repository where they can access product specific information.
• Explaining commercial guides to Partners looking for specific tariff information.
• Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet.
• Periodically review Digital Wholesale Solutions Security Policies as required to ensure full compliance with current legal, regulatory and company requirements.
• Carry out any ‘ad hoc’ assignments as and when required.
• To be compliant with health and safety company policy and legislation.

Qualifications

Essential:

• Proven Experience in a Customer Services or Sales role. (Essential)
• Competent user of MS Office, Excel & Word. (Essential)
• Exceptional level of written and verbal communication skills across all levels.
• Professional and friendly telephone manner.
• The ability to cope with multiple tasks and deadlines.
• Excellent time management and organisational skills.
• Ability to manage and prioritise own workload whilst working independently with minimal supervision.
• Excellent attention to detail.
• Friendly, polite, and professional attitude.
• High level of accuracy and numerical ability and attention to detail
• Ability to set priorities for incoming tasks from several different sources in order to meet deadlines, ability to work under pressure and with conflicting and changing priorities.

Desirable:

• An understanding of the Cloud Services Industry. (Advantage but full training will be given)
• An understanding of the UK mobile industry, particularly B2B. (Desirable, but full training will be given)