Customer Service Advisor

Job Description

• To be a single point of contact for our customers for both inbound and outbound calls and online channels. Providing end to end support for a range of customer issues, providing support and advice on technical and general customer queries as well as service and sales support.
• To be articulate when providing information on Sures products and services which includes, Fibre, broadband, mobile and other ancillary services or offers available.
• Provide an excellent customer experience by advising and actively promoting our products and services, thereby enhancing sales, and making retaining the customer a priority.
• To make sure all customer interactions are completed successfully or that the next steps in any process have been made clear for the customer so that they are confident in our ability to meet their needs in a timely way.
• Record, interrogate and diagnose customer issues/faults for all General services, provide information or a first call resolution when possible; to decide upon and implement correct procedures to ensure a solution.
• To accurately complete order requests as required so that other departments can complete their actions for the customer quickly and accurately.
• To provide routine administration including but not limited to customer registrations, data input and maintenance of customer data in internal systems, reporting and additional activities as required.
• Embody the Sure values and make every customer interaction an opportunity to extend and strengthen a customer relationship.
• Proactively inform the CTIO engineering team and Products team of any major customer affecting issues as they emerge in a timely manner.

Qualifications

• A passion for putting the customer first and achieving customer focussed outcomes. High levels of empathy and experience of working in a customer facing role.
• Superb telephone manner and listening skills.
• Excellent communication skills, both verbal and written, with the ability to translate the complex into more easily understood terms.
• Self-motivated and driven to take responsibility for customer issues, seeing them through to completion.
• Happy working alone or as part of a team, possessing strong relationship skills.
• Willing to work outside normal working hours to provide customer focused support shifts
• Well organised and methodical, driven to produce accurate and quality work.
• Demonstrate an interest in current and future technology.
• Smart appearance and ability to promote companies progressive image and high standards of customer care.