Customer Care Representative

Role & responsibilities

1-

• Manage top-ups, bundle changes, add-ons, and roaming services for Postpay customers.
• Add or remove account restrictions upon customer request.
• Activate and dispatch SIM cards for prepay and for pay-monthly (Postpay) customers.
• Support customers with online account management and login/access issues.
• Manage customer rewards and loyalty-related queries.
• Porting Queries.

Customer Protection & Security:

• Handle lost or stolen device reports, applying the relevant actions (SIM blocking, replacement, etc.).
• Manage security restrictions on accounts in line with customer requests.

Escalations & Complaints Handling

• Escalate unresolved or complex queries to Non-voice back-office functions, or Team Leaders, as appropriate.
• Ensure proper complaint logging and escalation processes are followed.

Customer Experience Focus

• Deliver consistently high-quality service aligned with ASDA Mobiles Quality Framework.
• Ensure all interactions contribute to customer satisfaction and loyalty.
• Act as ambassadors of ASDA Mobile values, ensuring clear communication and empathetic problem-solving.

Technical Support & Network Queries:

• Troubleshoot technical issues related to phone calls, text messaging, or mobile data.
• Apply technical troubleshooting steps (TBS) before escalating.
• Report network-related issues: (Whether the issue is everywhere or specific to an area)
• Escalate to the relevant technical teams for resolution.
• Arrange device repairs where applicable

Preferred candidate profile

• Strong customer service and communication skills.
• Ability to manage multiple customer queries efficiently.
• Problem-solving mindset with attention to detail.
• Knowledge of mobile telecom services, billing systems, and troubleshooting steps.
• Team player with a commitment to delivering exceptional customer experiences.