Customer Onboarding Advisor

As a Customer Onboarding Advisor you will be responsible for end to end customer ownership of onboarding, and any in-life service changes and customer care for VOIP & Access services.

The successful candidate will work with sales and migrations teams to ensure quality and accuracy of deals and contract submission to systems, and drive the proactive resolution of issues that may impact the successful provisioning of services.

Responsibilities

Ensure new customers are successfully on-boarded with right first time provisioning, service activation and billing. Investigate and resolve billing queries and disputes.
Handling customer order enquiries and requests for support during on-boarding, and support the customer to diagnose and resolve set-up issues.
Inbound and outbound customer contact to address customer queries and resolve issues on a first-call resolution basis, and log and report service issues, escalating where necessary with wholesalers.
Drive the proactive management of early warning signs of customer distress to avoid customer churn. Identification and proactive management of dissatisfaction, taking ownership of the issue for the customer.
Proactive management of bill exceptions and queries.
Own the end-to-end customer journey for access and voice products, executing and improving operational processes and procedures.
Act as subject matter expert for phoenix products and customer journey, providing product and industry knowledge and guidance to support the development of product and service offerings.
Assist in preparation of reporting, identify issues and opportunities for improvement and, working with key stakeholders, address them.
Experience Required

Experience in one or more of the following areas: Sales Support, Customer Services (including Diagnostics) Provisioning, Contract Enquiries, Retentions, Renewals.
Experience in the telecoms industry & associated products, services and processes.
About you

To be successful in this role you will need to possess the following;

A passion for Customer Experience.
willingness to trying new approaches.
Understands commercial impact of performance beyond immediate role.
Comfortable taking ownership to avoid adverse impact to customer and proactively support our customers. Demonstrates attention to detail, proactively managing situations.
Self-motivated, keen to learn and exploit opportunities to do the right thing for our customers. Takes ownership of own performance and works with the customer to find solutions.
Ability to adapt communication style depending on the audience and message.
Confident presenting information effectively and persuasively, explaining complicated information in a clear and concise manner.
Ability to share your expertise, train and support others. A team-player who recognises when others need support and takes steps to influence positively.
Able to analyse performance to identify improvement opportunities & to determine failure root cause & options to resolve.
The ideal candidate will have great communication skills, an empathetic, persuasive and confident telephone manner and an ability to develop good working relationships with business customers. You will have a genuine passion for sales and customer service and thrive in a fast-paced targeted environment.