Job Description

Temp work for 2 months

Job Title:

Customer Service Representative

Department:

Customer Services

Reports To:

Customer & Service Delivery Manager

Main Responsibilities

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Main purpose of job:

As a customer service representative, you will be the first point of contact for customers, handling inquiries, troubleshooting service issues and ensuring customers satisfaction with LilaConnect products and services.

Key results area:

Respond and manage customer enquiries in a professional and courteous manner through all communication channels including phone, email, chat, social media and via the ticketing platform Communicate with customer patiently, providing accurate information regarding products, services, billing and technical support. Understand the customer order journey, upgrades, cancellations and account modifications. Maintain detailed records of customer interactions using CRM (customer relationship management) software. Coordinate with other internal departments to find solutions and resolve customer issues. Escalate complex issues to supervisory colleagues where necessary. Follow up with customers to ensure issues have been resolved to their satisfaction. Meet and exceed performance metrics including call handling time, customer satisfaction and issue resolution right first time. Improve customer service processes and continuous improvement to exceed customer expectations. Stay informed on company products, promotions and policy updates.

Person Specification

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Qualifications

Essential:

Customer Service

Desirable:

Customer Service NVQ Level 3

Relevant Experience

Essential:

Proven experience in a customer service representative role in the utilities sector (preferably telecoms) Demonstrate personal flexibility and mobility to meet contact centre operating hours

Desirable:

Working within Telecoms, specifically Fibre related products Customer Services Training/Experience Working within a Service Support Environment Using Service Desk applications

Aptitude, skills and abilities

Essential:

Communication Skills: Excellent verbal and written communication skills for effective interaction with customers. Problem-Solving Skills: Ability to identify and resolve customer issues efficiently. Technical Skills: Knowledge of FTTx products & protocols, Internet Service Provider fibre broadband and in home router connectivity issues, switches and IP addresses. Customer Service Orientation: A positive attitude and focus on customer satisfaction. Patience and Empathy: The ability to deal with difficult customer situations calmly and empathetically. Team Working: Thrives when working as part of a team and is motivated by and understands the importance of achieving high service standards Adaptability: Being able to adapt to changing customer needs and technologies.

Desirable:

Sales Skills: Promote products and capture sales leads Working within Telecoms, specifically Fibre related products Customer Services Training/Experience Working within a Service Support Environment Proficiency with computers, CRM systems and telecommunications technology
Freedom Fibre recognise the service provided by recruitment agencies and as such have a Preferred 2nd tier Supplier List, with whom terms of business have been agreed. Only suppliers who have signed up to these terms can place candidates with Freedom Fibre and will receive instruction directly from us to do so. Freedom Fibre is therefore unable to consider speculative CV's or proposals from any other third party and any speculative CV's or proposals being sent into the organisation will be treated as gifts.





As such, Freedom Fibre reserves the right to directly contact any candidates who have been speculatively submitted by a third party and shall therefore not be liable for any fees whatsoever should it choose to engage the candidate's services. Furthermore, speculative submission of candidate CV's does not establish a right of representation should the same candidate's details also be submitted by a Freedom Fibre Preferred 2nd tier Supplier or independently by the candidate themselves.

Submission of any unsolicited CV's and proposals to Freedom Fibre will be deemed evidence of full and unlimited acceptance of these terms and agreement that these terms are the totality of any commercial or contractual relationship whatsoever in respect of the candidate(s) whose unsolicited CV's were sent.