Customer Support Officer

Isle of Man
Our client seeks a Customer Support Officer to join their team.  
Role: To be the first line of customer support, answering calls and online enquiries for a range of customer issues providing support and advice on technical and general customer queries. Provide general support for products and services including but not limited to: Sales, Service, Provisioning, Billing, Payments, Faults, Assistance, Conference Bureau and Mobile help desk. To provide routine administration including but not limited to: customer registrations, Data input and maintenance of customer data in internal systems, reporting and additional activities as required.    
Key Responsibilities:
  • A single point of contact for the customer, providing end to end support in an accurate, professional and timely manner by phone, email, web chat and social media. Giving a first contact resolution on issues/questions for all products wherever possible.
  • 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.
  • To take payments and resolve customers normal billing enquiries.
  • To manage conference calls and bureau services.
  • Provide an excellent customer experience by advising and actively promoting the company's products and services, thereby enhancing sales and making retaining the customer a priority.
  • Proactively inform the engineering team and Products team of any major customer affecting issues as they emerge in a timely manner.
  1. Key Skills & Experience:
  • Excellent customer focus, empathy and experience of working in a customer facing role.
  • Superb telephone manner and listening skills.
  • Good communication skills, both verbal and written, particularly in regards to using appropriate levels of communication to a varied customer base.
  • Strong relationship and networking skills.
  • Willing to work outside normal working hours to provide customer focused support shifts.
  • Ability to produce accurate, good quality work.
  • Competent word processing and document formatting skills.
  • Well organised and methodical.
  • Demonstrate an interest in current and future technology.
  • Smart appearance and ability to promote the company's progressive image and high standards of customer care.
  • Flexible working hours; to an agreed level. Working within a team, applicants should note that the role will include working evening, weekends and bank holidays on a rota basis.
    1. Desirable Skills & Experience:
  • Experience of working in a technical role.
  • Eager and quick to learn new skills and technologies.
  • Appreciation of the telecommunications market and customers.
  • Able to use their initiative to tackle a broad range of problems.
  • Ability to work either as part of a team or independently as and when required.
  • A cheerful and optimistic attitude to work.
  • Calm and controlled under pressure.
  • Angela Westmorland
    Your specialist: Angie Westmorland
    Quote job ref: 11733

    Hi I'm Angie, I am working on this amazing opportunity with one of the Island's leading employers, click apply now and I will be in touch.