Customer Support Advisor

Job Title: Customer Support Advisor
Location: Cambridge
Salary: £26,000 – £28,800per year
Type: Permanent / Full Time
Shifts: Monday to Friday between 8am-6pm – weekends paid as OT

My client is an established provider of mobile, voice and data telecom solutions to businesses in the South of England. A market leader they are specialists in the telecoms field, they strive to provide a truly best in class service to ensure customers really do get the most from their telecoms solutions. This is a great time and opportunity to join a fast growing business specialising in exciting and innovative technology.

They are seeking a Platinum Support / Relationship Advisor (PSA) will provide full end to end support to Platinum Account Customers via all communication mediums. They will support their counterpart PAD, providing technical and service related support to ensure platinum customer needs are met and exceeded.

Platinum Support has been put in place to ensure high valued customers are given a support experience that is second to none. Irrespective of the issue raised, will do everything in their power to give the very best and professional service to the customer, leaving them feeling valued and supported.

PSA will perform the full range of Customer Service Team activity including in and outbound call management, reactive and proactive resigning and support for Platinum Account Customers. The PSA team will act as an overflow for the Customer Service Team Centre when demand dictates.

The role provides a very exciting opportunity for the right individual to operate within a challenging and fast-paced environment and help an already successful business further develop.

Duties:

· Respond to and take responsibility for Customer Service calls for Platinum Accounts.
· They will support the Platinum Account Director in relation to their queries and orders as they relate to platinum customer accounts.
· Provide platinum customers with updated information on tariffs, bundles and promotional offered.
· Follow operating procedures to maintain systems information (CRM, Gemini).
· Build up a good relationship with assigned Platinum Customers.
· Provide information on products and keep the customers up to date with the industry.
· Maintain case/incident records and deliver support to agree Service Level Agreements.
· Support resolution of risk, complaints and service issues (forming part of the Essential and Critical Care programme).
· Keep the Platinum Account Director and the wider business informed of key critical issues within the account including any outstanding activities.
· Work with the other Support Team when required.

Skills & Interests:

· Excellent communication (written, spoken and listening) and customer relations skills.
· Good inter personnel and phone skills.
· Strong and demonstrable IT & numeracy Skills. Good working knowledge of Microsoft productivity suite Excel, Word, PowerPoint etc.
· Customer focus and have a “Can Do” attitude.
· Able to work with structure, logic and accuracy.
· Demonstrable knowledge of mobile technology in order to provide customers with support and advice.
· Able to effectively work under pressure to meet targets and deadlines.
· Able to multitask and handle several client accounts effectively.
· Strong work ethic and detail oriented.
· The ability to exercise good judgement.
· Proactive and motivated by desire to deliver the best quality service.
· Sound knowledge of the full range of services and capabilities.
· Good general knowledge of trends in Mobile and Information Technology.
· Team oriented.
· Punctual and conscientious.

An application form and in-person registration is needed for this opportunity.