Tier 2 Customer Service Executive
Tier 2 Customer Service Executive
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Job Description
Title: Tier 2 Customer Service Executive
Salary: 24300 per annum
Location: Nelson
Working Hours: Monday to Friday 8:30/9:00 - 17:00/17:30 (37.5 hours)
You will be responsible for the effective resolution of escalated customer complaints. Supporting the Tier 1 agents through call handling coaching and upskilling. Proactively managing workload to maximise the teams performance.
Responsibilities:
- Investigate and take full ownership of customer complaints and complex queries both written and verbal signposting to Ombudsman Services where required.
- Ensure complaints are resolved in a timely manner ensuring the customer is kept informed throughout.
- Coaching to upskill and develop the Tier 1 team.
- Maintain good interdepartmental relations in order to complete resolutions effectively.
- Support in driving a continuous improvement culture by reviewing and recommending improvements on Customer Service and Operational processes.
- Follow company procedures and deliver high-level customer service to achieve maximum customer satisfaction.
- Maintain a professional attitude at all times.
Qualifications :
Qualifications
- Previous experience in a Telecoms or complaints role is desired
- Some understanding of IP Data and Voice products
- Customer Service experience essential
- Excellent verbal and written communication skills
- Desire to examine and understand complex issues
- Ability to think creatively and problem-solve around complex issues
- Able to prioritise workload and work autonomously
- Able to work under pressure
- Strong attention to detail
- Ability to drive improvements to resolution and identify ownership of issues
- Computer literate in Word Excel and Outlook
Additional Information :
What are the benefits of working at Daisy
Our ethos is simple: the more you put in the more you get out.
We have been voted by Best Companies as the UKs no.1 Telecoms company and we are in the UKs top 30 Best Large Companies to work for in 2023.
Here are some of the benefits that we offer
- 25 days holidays plus bank holidays and an additional day for each year of service up to 30 days!
- Holiday purchase scheme
- 500 referral scheme bonus
- Professional development to help you achieve your personal goals
- Eye care vouchers available and discounted Medicash membership
- Access to discounts and savings at more than 1200 retailers
- An additional day off on your birthday or if youre getting married
#LI-Onsite
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
