Offboarding Specialist
Offboarding Specialist
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Job Description
Summary and purpose of the Job:
The team of Offboarding Advisors have a crucial role to the success of the overall business. They are the team who liaise with customers who want to cancel their services with Wavenet; this could be due to upgrading to new services with Wavenet or that they have closed their business or they are migrating to a new telecoms provider. It is the Offboarding team who liaise with the customer and internal colleagues to ensure we have everything we require to proceed or they may discuss with the customer to hopefully retain their business.
The extent of your duties will include but are not limited to:
- Managing cease request from customer or other internal departments.
- Calculating any early termination fees using an internal database and advising customers of the contractual obligations of ceasing services.
- Liaising with thirdparty suppliers to agree termination dates of service.
- Ensuring that termination of services takes place on the agreed date.
- Advising the Billing Team to stop charges in relation to ceased services from the agreed date.
- Advising third party suppliers to stop services billed to Wavenet to ensure revenue protection.
- Resolving any ceasing queries with customers and or third parties either on the telephone or by email.
- Chasing third party suppliers for updates on ceases.
- Working with internal departments to retain customers and to stop services ceasing.
- Scanning and updating legacy paper documents to digital contracts.
- Updating of customer contract database as and when services change.
Qualifications :
The successful candidate will have:
- Customer Service experience preferably from working in a call centre environment.
- A customer focus and a strong can do attitude.
- A team player and the ability to work with people of all working styles backgrounds experience etc.
- Experience of responding to customer emails demonstrating excellent written communication skills and attention to detail.
- Excellent influencing and interpersonal skills with the ability to communicate at all levels.
- Proficiency with the Microsoft Office Suite (Outlook PowerPoint Word Excel).
- A good understanding of web browsers and databases with the ability to understand IT technical terminology.
- Ability to prioritise and handle multiple assignments at any given time while also serving as a go to for all members of a large team.
- Ability to complete complex tasks and projects quickly react with appropriate urgency to situations that require a quick turnaround.
- Must be flexible and able to commit the time required to get the job done in line with business needs.
- Highly organised with excellent time management skills and attention to detail.
- Eagerness to learn and develop and willing to go the extra mile.
- Reliable and approachable.
- Previous experience in telecommunications ISP/Support is desirable
Additional Information :
Additional Information
At Wavenet we offer more than just a job we provide an exceptional environment and a wide range of benefits to support your success from day one. With us youll enjoy a generous starting annual leave allowance private medical coverage discounted health plans an eye care scheme and comprehensive health and wellbeing programs all backed by a dedicated inhouse Wellbeing Team.
We believe in a strong worklife balance rewarding your commitment with an additional day of annual leave each year reaching up to 28 days. Heres a closer look at what we offer:
- Hybrid Working: Flexibility matters. Our hybrid model lets you choose a blend of home and officebased working so work fits seamlessly with your life.
- Annual Leave: Begin your journey with 25 days of leave increasing by one day per year up to 28 days our way of saying thank you for your dedication.
- Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage discounted health plans virtual GP access an eye care scheme and a comprehensive employee assistance programme all supported by our internal Wellbeing Team.
Ready to join the UKs largest managed service provider
Apply today or contact our friendly Talent Acquisition Team for more information.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
