Customer Service Agent

Customer Service Agent? Wooburn, High Wycombe

Salary: £26,000 – £26,400per year

Our client is a world class provider of innovative communications solutions across the four cornerstones of IT Infrastructure; Voice, Data, Mobility & Applications. Enabling people to work effectively and efficiently anywhere in the world.

Job description:

The role of a Customer Service Agent/Provisioning Agent is to ensure that the company deliver an exceptional level of customer service, by going the extra mile, taking ownership and ensuring all tasks are properly resolved and completed efficiently within the appropriate SLA, leaving the customer completely satisfied that the task has been undertaken in-line with our obsession over the experience we provide our customers.

Job Accountabilities:

• Fully conversant on network pricing and tariff information
• Responsible for the accurate processing of all SAP orders right first time
• Responsible for effective, timely processing of credit checks and contracts
• Responsible for meeting contracted service levels and internal KPI’s
• Responsible for ensuring (CRM and SAP) are regularly updated and customers kept fully informed on the progress of their order, particularly with regard to out of stock items and proactive delivery ETA’s
• Build relationships that can be leveraged as required to ensure new connections, upgrades and resigns are completed within SLA
• Effectively manage all orders in line with relevant third party processes and internal obligations
• Liaise between Stores/the network and the customer to schedule deliveries
• Effectively communicate customer requirements to networks and rest of business
• Establish and set up the billing requirements at user and company level
• Production and despatch of SIMs and Welcome Pack
• Effective co-ordination of porting, upgrade and new connections, and timely submission of all relevant information/documentation to incumbent service provider, to ensure a smooth transition for customers

Key Challenges in Role:

• Consistently meeting response time and resolution service level targets
• Effective multi-tasking
• Managing customer expectations, differing contractual obligations plus both standard and bespoke processes
• Managing conflicting and constantly changing priorities

Skills and Aptitudes:

• Committed to obsess about the customer experience
• Excellent interpersonal skills with a?can do? attitude
• Effective time management and organisational skills
• Able to work under own initiative with a high level of accuracy and attention to detail
• Able to demonstrate a systematic approach to problem solving, ability to make informed decisions
• Able to communicate fluently both orally and in writing, can relay technical information at all levels
• Able to quickly absorb new technical information and then apply and communicate it effectively
• Ability to work under pressure and with time constraints
• Recognising risks and escalating where necessary, in a timely manner
• Working knowledge of Microsoft packages (excel, power point, word)

Job Knowledge and Experience:

• Customer focused roles, with a proven knowledge of customer service excellence
• At least 12months in the Telecommunications industry, experience of mobile and fixed line telephony an advantage
• Must have worked in a customer services environment – experience of working in a Provisioning or Sales Order Processing role an advantage

Qualifications:

• A minimum of5 GCSE’s grade C and above