Customer care advisor
To provide a customer-focused 1st line support function to our customers within a growing and forward-thinking Full-Fibre Internet Service Provider.
We are looking for a Customer Care Advisor who can work autonomously and exercise excellent judgement at all times. You will be someone who can answer customer queries via telephone, email, or chat. Doing it all with enthusiasm because you want to give excellent customer service.
On a day-to-day basis, you will deliver our industry-leading Customer Care experience, ensuring that customers facing a variety of situations are all treated with the same high level of service and understanding. We have excellent products that we, and our customers, are incredibly excited about.
We support our customers 7 days a week and your shift patterns will be Rota-based provided at least 2 weeks in advance. This would typically include 4 weekdays and either a Saturday or Sunday.
The weekday early shift would cover the hours of 8am – 4.30pm. The late shift covers 11.30am-8pm. During the weekends we operate a single shift from our brand new high-tech Marlow store covering the hours of 9am-5pm.
Our Customer Care Advisors are curious investigators, technical problem solvers, and good listeners that are comfortable using a variety of technologies to resolve customer questions.
You will be required to answer support contact from our customers via a range of communication means (calls, emails, webchat, social media, review sites, post), gather relevant information relating to the issue, and create a system case following the relevant procedures. You will be expected to provide 1st line fixes to all incidents, for example updating payment details or assisting with queries relating to poor connectivity and confirming acceptance with customers.
Core skills required:
A customer focused approach.
Good written and verbal communication skill.
Demonstrates a high level of ownership and accountability.
Ability to work to tight deadlines and targets.
Problem-solving skills to understand the root cause of issues and resolution.
Must be able to demonstrate technical competence and confidence.
Minimum of an FTTC connection with internet speeds of 20Mbps download and 5Mbps upload.
Previous Salesforce experience.
Experience using Zendesk/Freshdesk/Soho desk or other similar software.
Experience of Social Media platforms.
Understanding of FTTP/FTTH/FTTX
Customer Care Advisor role.
We just need to capture some details below and a member of the Swish Recruitment Team will review your application and get back to you to discuss the next steps.