Customer Service/1st Line Support - Stoke-on-Trent, United Kingdom - Lila Connect

Lila Connect
Lila Connect
Verified Company
Stoke-on-Trent, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description

Are you an Independent thinker, friendly, proactive, fully engaged to support a great customer experience. Able to work in a changeable and developing organization.

Customer Service Function

  • Deal with customer requests & queries through all methods of customer contact.
  • Communicate with customer queries patiently and resolve the issue efficiently.
  • Escalate any issues internally and appropriately to ensure customer issues are resolved.
  • Respond to the problems of the customer in a timely and efficient manner.
  • Look after customer accounts and update their transaction status when required.
  • Draft the necessary documents, letter or statements, as required by the customer and inline with internal process.
  • Maintain up to date records of customer interactions, ensuring updates and resolutions are detailed.
  • Coordinate with other internal departments to find solutions and resolve customer issues.
  • Any other reasonable duties requested as directed by management.

Customer Service Skills

  • Should have great communication skills: listening, written and verbal communication.
  • Should be able to understand relevant data and be attentive to detail.
  • Should exhibit patience when communicating with the customer and remain composed.
  • Should be flexible to the customer requirement.
  • Take ownership in resolving customer issues and ensure customer satisfaction.
  • Demonstrate a cando attitude with the ability to remain focussed in a busy environment.

Technical Skills

  • Should have excellent computer skills.
  • Should have an excellent understanding of social media channels.
  • An understanding of the telecoms industry and associated supply chain.
  • Able to resolve 1st Line IT issues.
  • Able to troubleshoot technical detail, to analyse, and pass to the appropriate resolver group.

Training and development

  • Full training will be provided for this customer service role.
  • You will be encouraged to learn and develop your skills in all relevant areas that support the business in line with the company's values detailed below.

Hours of work:
Rotation of shifts to cover Monday to Friday and Saturday
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