Customer Service Executive

Our client is a rapidly expanding and exciting new business offering the very latest ‘Full Fibre’ to homes and businesses across the nation. With broadband speeds of up to 2000 Mbps, new Wi-Fi 7 technology, exceptional customer service, and costing no more than current internet packages, customer growth is expected to be exponential. Our product sells itself!

We now seek a dynamic, ambitious individual to join our Customer Services Team.

The Role
As a Customer Service Executive, you will be passionate about ensuring that every customer has an amazing experience with our service, even when things need fixing.

As part of a growing team, you will provide customers with accurate, friendly and knowledgeable support to help them get the most out of their products and to resolve any issues in a timely manner.

Role Requirements

• Have a “customer first” focused attitude delivering an exceptional customer service in every contact
• Provide 1st line technical, account, sales, and general support to customers via multiple channels, including telephone, chat, and email
• Ability to diagnose and troubleshoot technical issues related to our broadband and telecommunication services.
• Manage and close tickets within agreed service levels, recording all activity accurately and efficiently on internal systems, to ensure we meet customer expectation
• Provide accurate information about products and services.
• Handle customer complaints with empathy and efficiency, ensuring a satisfactory resolution.
• Collaborate with technical teams to resolve complex problems and escalate issues when necessary.
• 37.5 hour week with some shift pattern.

Experience

• At least 12 months experience working in a contact centre, preferably within the Telecoms industry
• Excellent customer service skills gained working with a diverse customer base and a wide range of issues and incidents.
• Experience of working at a start-up or scaling business is advantageous, with a willingness to help setup new systems and processes.
• Effective communicator with both customers and colleagues using minimal technical jargon.
• Ability to manage personal workload through skilled time management and prioritisation.
• A positive attitude and resilience that shines through whether working within a team or independently.
• Strong attention to detail and a natural problem solver.
• Internet or telecoms experience preferred, but not essential
• Proficiency in Customer Service software and tools.
• Excellent communication and problem-solving abilities.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.

Preferred Skills

• Ability and resilience to handle a fast-paced environment, embracing change and opportunities to support the growth of the business.
• Internet or telecoms experience preferred, but not essential.