Customer Service Representative

Temp role 3 months

Job Title: Customer Service Representative

Department: Customer Services

Reports To: Customer & Service Delivery Manager

Main Responsibilities

Main purpose of job: As a customer service representative, you will be the first point of contact for customers, handling inquiries, troubleshooting service issues and ensuring customer satisfaction with LilaConnect products and services.

Key results area

• Respond and manage customer enquiries in a professional and courteous manner through all communication channels including phone, email, chat, social media and via the ticketing platform
• Communicate with customer patiently, providing accurate information regarding products, services, billing and technical support.
• Understand the customer order good understanding of how orders are processed, upgrades, cancellations and account modifications.
• Maintain detailed records of customer interactions using CRM (customer relationship management) software.
• Coordinate with other internal departments to find solutions and resolve customer issues. Escalate complex issues to supervisory colleagues where necessary.
• Follow up with customers to ensure issues have been resolved to their satisfaction.
• Meet and exceed performance metrics including call handling time, customer satisfaction and issue resolution right first time.
• Improve customer service processes and continuous improvement to exceed customer expectations.
• Stay informed on company products, promotions and policy updates.

Person Specification Qualifications Essential

Customer Service

Desirable

Customer Service NVQ Level 3

Relevant Experience Essential

• Proven experience in a customer service representative role in the utilities sector (preferably telecoms)
• Demonstrate personal flexibility and mobility to meet contact centre operating hours

Desirable

• Working within Telecoms, specifically Fibre related products
• Customer Services Training/Experience
• Working within a Service Support Environment
• Using Service Desk applications

Aptitude, skills and abilities Essential

• Communication Skills: Excellent verbal and written communication skills for effective interaction with customers.
• Problem-Solving Skills: Ability to identify and resolve customer issues efficiently.
• Technical Skills: Knowledge of FTTx products & protocols, Internet Service Provider fibre broadband and in home router connectivity issues. switches and IP addresses.
• Customer Service Orientation: A positive attitude and focus on customer satisfaction.
• Patience and Empathy: The ability to deal with difficult customer situations calmly and empathetically.
• Team Working: Thrives when working as part of a team and is motivated by and understands the importance of achieving high service standards
• Adaptability: Being able to adapt to changing customer needs and technologies.

Desirable Aptitude, skills and abilities

• Sales Skills: Promote products and capture sales leads
• Working within Telecoms, specifically Fibre related products
• Customer Services Training/Experience
• Working within a Service Support Environment
• Proficiency with computers, CRM systems and telecommunications technology