Customer Service Executive

• Ref:2023
• Date Published:2008-11-25
• Consultant:Simon Smith
• Type:Permanent
• Category:Customer Services
• Location:City
• Salary:£20,000 - £23,000

A leading telecommunications company in the city is currently looking for a number of permanent Customer Service Executives

Key responsibilities:

Acts as the single point of contact for nominated customer accounts and supports other customers as part of the CMC team.

Proactively manages the delivery of a customer’s service within the company to ensure timely and high quality service.

Acts as the initial point of contact for the co-ordination and validation of orders  

Proactively co-ordinates orders and collates information across the company (collates and delivers status reports to the customer, collates and delivers faults reports in addition to fault help desk, trend analysis, as required)

Work with back office departments to ensure smooth delivery of customer orders and provide updates to the customer Provide accurate and timely feedback on order rejection and progress to the customer and support teams

Collate reports on provisioning performance for publication, both internally and to the customer where necessary.

To facilitate an outcome on fault related incoming enquiries, enabling the client to feel reassured that the company will handle the problem efficiently and effectively, whilst engaging the correct department

Act as point of receipt for all non-fault related enquiries and queries and follow these through with the relevant departments

Captures and resolves enquiries and queries – as well 1st level support - to the satisfaction the customer and the company

Occasionally attends customer meetings where required

The role also pays a bonus of 10% dependant on performance on top of your salary

Essential requirements:

Must have worked with an office based customer service/call centre environment preferably dealing with corporate customers and experience of working in the Telecoms industry

Experience within the wholesale market in Telecoms is preferable

Excellent communication and interpersonal skills

Has developed negotiation skills / customer facing skills

Has a logical/methodical approach to fault finding

Quickly assesses priorities and confidently suggests appropriate business decisions.