Customer Service Support â Mobile Service - 12 Month FTC
Customer Service Support â Mobile Service - 12 Month FTC
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Salary Not Disclosed
1 Vacancy
Job Description
Intercity Technologyis seeking a highly motivated and resultsdrivenCustomer Service Support for Mobile Serviceto join our dynamic team for a 12 month fixed term contract. As aCustomer Service Support for Mobile Service you will be responsible for supporting customer accounts by phone and email including order management account and tariff queries/reporting triage and resolution of customer device/tariff incidents as well as billing investigations.
We are a fastpaced professional team passionate about driving a great customer experience reflected in our impressive CSAT (9.8) and NPS (87.1)scores. We operate a hybrid working environment with a minimum of 3 days at our Birmingham HQ and 2 days from home.
Key Responsibilities:
- Customer Support:Develop relationships with customers through daytoday support requests via phone and email.
- Order Administration:Manage customer orders triage and resolve customer incidents.
- Escalation Management:Investigate customer escalations and drive forward our NPS and CSAT operations.
Requirements:
- Minimum of 5 GCSEs (C and above).
- Experience in a customer support role.
- Ability to manage workload in a fastpaced environment.
- Experience handling escalations and managing objections taking ownership of issues through to resolution.
- Strong relationship planning and organisational skills.
- Proficiency in Microsoft Office (Word Excel PowerPoint).
Preferred:
- Experience in the mobile/telecoms industry.
- Experience in a call centre environment.
- Experience triaging support of mobile devices/network incidents.
- Experience resolving billing queries/incidents.
Competencies:
- Teamwork:Develop and maintain positive working relationships with colleagues and other team members contributing to the achievement of team and organisational goals.
- Communication:Strong written and verbal communication skills able to articulate clearly and appropriately to the situation.
- Conflict Resolution:Ability to overcome potential conflict and gain cooperation by explaining benefits and understanding others views.
- Influencing Others:Address issues in an open constructive professional manner persuading others to approach issues similarly.
What We Offer:
- 33 days holiday (inclusive of bank holidays) plus your entitlement will increase by one day for each full calendar year you are employed up to a maximum of five days.
- Annual pay reviews.
- Holiday buy scheme.
- Allcompany bonus scheme.
- Death in service cover.
- Employee assistance programme.
- Company pension.
- Active social calendar.
- A strong focus on developing our people.
About You
About Us
Intercity Technology provides reliable and secure technologies in communications cloud and managed services with a big difference Intercity is a technology solutions partner that isnt all about tech. Its about a great bunch of people combining their passion expertise and dedication to deliver extraordinary results for businesses.
Our vision is to be the best technology partner to work for and with we are really proud of our achievements so far:
- Customer Net Promoter Score of 92
- Gold Award Investors in People Accreditation
- 3star World Class Best Companies accreditation and forand 2024:The no. 1 best telecoms company to work for9th best midsized company in the UK to work for!7th best company in the WestMidlands to work for!
- Platinum Eco Vadis rating
We select candidates with the right skills experience and values to join us and selection is based on a fair and equal process. Were proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions all successful candidates will be subject to preemployment checks so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner for more information please see our privacy policy on our website.
Required Experience:
Contract
Employment Type
Full-Time
