Customer Service Advisor

Working Style: 4 days per week in the office

Contract: Permanent, 40 hours per week

Salary: £25,000

About M247

Welcome to the M247 adventure! We’re not your average company – we’re a tight-knit crew of go-getters driving incredible growth together.

What sets us apart? It’s simple: we hunt for the best and then equip them for success. Join us, and we’ll supercharge your career with the right skills and opportunities.

Our vision? Picture M247 as your ultimate partner for digital innovation. We blend connectivity, unified communications, and a sprinkle of cloud magic to empower our clients to thrive in the digital era.

But here’s the twist – we’re all heroes here. From day one, you’re shaping our tomorrow. So, ready to dive in? Your journey begins with that application – and who knows where it could take you in our vibrant team!

Position:

Job Role

We are seeking a proactive and customer-focused Customer Care Advisor to join our team in the telecommunications industry. This role is primarily responsible for handling customer service inquiries, with a focus on non-technical aspects such as billing, service changes, complaints and contract amendments. The ideal candidate will excel at providing outstanding customer service, maintaining accuracy, and ensuring a seamless customer experience.

Key Responsibilities

• Customer Interaction: Respond to customer inquiries via phone and email, addressing a wide range of issues including billing, service changes, and general account management.
• Billing Enquiries: Resolve customer questions related to billing, payments, and charges, ensuring clear and accurate communication.
• Service Modifications: Process requests for service changes, including upgrades, downgrades, site moves, and cancellations, accurately amending contracts and updating customer records.
• Complaint Handling: Manage and resolve customer complaints with professionalism and empathy, ensuring that issues are resolved satisfactorily and in accordance with company policies.
• Customer Verification: Conduct necessary checks to verify customer information and update contact details as required.
• Quality Assurance: Maintaining a high level of quality in every customer interaction, striving to exceed customer expectations and deliver a positive experience.
• Needs Assessment and Resolution: Understand customer needs and provide appropriate solutions, ensuring customer satisfaction and loyalty.
• Relationship Management: Build and maintain strong relationships with customers and colleagues, fostering a collaborative and supportive work environment.
• Performance Targets: Work towards both departmental and individual targets, consistently meeting or exceeding performance metrics.

Requirements:

Key Personal Skills

• Experience: Previous experience in a customer service role, preferably within the telecommunications industry.
• Communication Skills: Excellent verbal and written communication skills, with the ability to clearly explain information and resolve issues effectively.
• Customer Service Orientation: Strong customer service ethos with a commitment to delivering high-quality support and building positive customer relationships.
• Attention to Detail: High level of accuracy in data entry and documentation, with the ability to handle multiple tasks efficiently.
• Problem-Solving: Good problem-solving skills, capable of understanding customer needs and providing tailored solutions.
• Teamwork: Ability to work effectively as part of a team, as well as independently, to achieve shared goals.
• Adaptability: Flexibility to adapt to changing customer demands and company procedures.

Other information:

Your package and perks

At M247, we go beyond the pay check to bring you a package of perks that truly enrich your journey:

? Time to Unwind: Enjoy 25 days holiday + bank holidays, with the option to top up through our holiday purchasing scheme.

? Wellness First: Our Healthcare Cash Plan and PERKS program make sure your well-being is a priority.

? Assured Care: Company Life Assurance offers security and peace of mind for you and your loved ones.

? Plan Ahead: Our Company Pension Scheme lays the foundation for a strong financial future.

? Learning Path: We support your professional growth by helping you attain relevant qualifications.

?? Family Matters: Enhanced Paternal Leave ensures you never miss those important family moments.

? Support System: The Employee Assistance Programme is here whenever you need a helping hand.

? Ignite Your Potential: Our dynamic environment fuels growth and innovation.