Temporary Customer Support Officer

Job Ref: LF 23492
Posted: 2021-06-02
Leapfrog Jobs

Our client, a leading Channel Islands’ telecommunications service provider, requires a Temporary Customer Support Officer to work on a shift rota basis to include evenings, weekends and bank holidays for a period of 4 months.

Location

Guernsey, Channel Islands

Responsibilities

Be the first line of customer support, answering calls and online enquiries on a range of customer issues and providing support and advice on technical and general customer queries.
Offer general support for products and services including but not limited to: Sales, Service, Provisioning, Billing, Payments, Faults, Assist, Conference Bureau and Mobile help desk.
Provide technical support including but not limited to: fault finding on mobile and broadband services, working with engineering teams to resolve faults without the need for escalation where possible.
Provide routine administration including but not limited to: Registrations, Data input, Data maintenance, Reporting and additional activities as required.
Work within a team, including working evening, weekends and bank holidays on a rota basis.
Undertake training to operate all systems in the Contact Support Centre in order to resolve such customer enquiries.
Embody the company values and make every customer interaction an opportunity to extend and strengthen a customer relationship.
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.
Process payments and resolve customers normal billing enquiries.
Manage conference calls and bureau services.
Provide an excellent customer experience by advising and actively promoting our products and services, thereby enhancing sales and making retaining the customer a priority.
Proactively inform the CTIO engineering team and Products team of any major customer affecting issues as they emerge in a timely manner.

Skills / Qualifications

The ideal candidate will be educated to GCSE level or equivalent, with good Math and English and previous experience in a customer facing role, where any experience in a technical role would be advantageous. In addition to good communication skills, both verbal and written, applicants will demonstrate excellent customer focus, empathy and superb telephone manner and listening skills. The successful candidate will have strong relationship and networking skills, be willing to work outside normal working hours to provide customer focused support shifts and be able to produce accurate, good quality work. Applicants will be proficient in Microsoft Office, well-organised and methodical and will demonstrate an interest in current and future technology. This role would suit an individual who is eager and quick to learn new skills and technologies, with an appreciation of the telecommunications market and customers and who is able to use their initiative to tackle a broad range of problems. If you are able to work either as part of a team or independently as and when required, have a cheerful and optimistic attitude to work and remain calm and controlled under pressure, then our client would be interested in hearing about you.

How To Apply

For a full job description or further information on this role please call 711188, or email jobs@leapfrogjobs.com.

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