Provisioning and Technical Customer Service Advisor - Bury, United Kingdom - Connect Comms

Description

The role will encompass a range of key customer service activities providing support to all customers and internal teams. The role will act as prime customer contact point for all customer query types e.g. faults and provisioning. This role will be targeted against first time fix, and for any activity which requires hand off to other areas for action (e.g. 2nd/3rd line fault teams) the Customer Care team will be responsible for managing the completion of any activity and keeping the customer informed throughout the process.

You will be responsible for handling new orders and processing them from start to finish and also liaising with the finance team upon completion.

An exciting opportunity with full training provided.

Support will be provided across a range of products and a high degree of technical knowledge as well as the ability to articulate in a language understood by end users (potentially without a detailed understanding of the technology) will be essential.

In particular knowledge of broadband/data services will be key.


Other Responsibilities will include:

• Receive and correctly log customer reported service faults
• Complete full diagnostics with end users to enable a high percentage of fault resolution at first point of contact
• Ensure all faults are progressed & cleared escalating to other internal and external teams as required
• Keep customers regularly updated during the period of their open fault
• Provide notice of any expected service disruption to customers
• Porting and provisioning of numbers and orders
• Dealing with financial aspects of new orders full training provided
• Keeping internal systems up to date
• Manage product orders using a variety of internal and external systems
• Clearly communicate timelines for provision to customers
• Jeopardy manage provision activities to ensure actioned within SLA
• Clearly communicate progress to the customer throughout the process
• Provisioning will be for both large scale complex projects and business as usual provisioning requests
• Work between a variety of different workflows, prioritising and managing workload accordingly
• Actively managing back office systems to ensure customer service levels are met

The person

• You'll be comfortable using a PC (basic knowledge of Excel is essential) and speaking over the phone.
• A dynamic individual who is looking to establish and grow their career
• A listener with real attention to detail
• Excellent written and verbal communication skills
• A gogetter and team player
• Proactive and innovative with a professional attitude and approach
• Someone who is passionate for excellence
• You'll be polite, well presented and have a positive attitude towards change and a desire to grow to be the best you can be.

BENEFITS:

• 20 days annual leave + Bank Holidays
• Great progression opportunities
• Pension Scheme
• Free on

- site parking

• Local office to town centre
• Modern and vibrant offices
• Company laptop/Mobile
• Company events
• Positive, friendly work culture that promotes work life balance

Salary:
£14,454.76-£22,575.26 per year


Benefits:

• Company events
• Company pension
• Free parking
• Onsite parking

Schedule:

• Monday to Friday

Education:

• GCSE or equivalent (preferred)

Experience:

- customer service: 1 year (preferred)


Work Location:
One location

Application deadline: 28/02/2023

Reference ID:
Provisioning and Technical Customer Service Advisor