Sr Advisor Customer Service (UK Telecom)

Job Brief:

• Role:

  Senior Advisor Customer Service

• Industry:

  Telecoms, Managed IT, Security

• Market Place:

  United Kingdom.

• Nature:

  Inbound client service calls, live chats & client emails, customer happiness & customer success, resolve tickets, meet SLAs, performance under stringent audit conditions, subject matter expert.

• Shift Timings

  : 1:15pm to 10:30pm Monday to Friday | Alt Saturdays till 6:30pm (Home Drop Provided)

• Location :

  Salt Lake, Sector 5, Kolkata - Onsite.

Role Pre-requisites: -

• Minimum 12 months experience in any local UK Telecoms related customer service or aftercare operation.

• Be able to demonstrate impeccable English & communication skills

• Plenty of personality & a real passion for closing tickets & creating customer happiness
• Loads of patience in crunch situations, willingness to fight extra mile for a customer.
• Must take up role only if willing to be committed for the long term
• Company will engage yourself, at its own cost, into some prolific training programs with UK_Telecoms, Managed IT, Security domains to ensure you are on the top of your game & exposed to some of the finest sales learning & knowledge within the 1st 3 months of your formal training completion date

Role Description: -

• Pertaining to this role, you'd be a great fit, if you have been actively delivering customer service activities specifically within a local UK Telecoms related operation or have been in a senior role but now looking to change into a role where you will have some serious high-level opportunities to fast learn technology & take on some very happy & some sad client tickets to win them to a success despite all odds.
• You must have minimum 12 months experience in a high-octane aftercare environment, & a true passion for meeting SLAs & customer happiness, troubleshooting queries in billing & technical faults, achieving true customer success & achieving very targeted ticketing & SLA KPIs during consistent weekly audits.
• Working with all stakeholders in ensuring the success of open tickets, regular follow ups via calls, text & emails will be some of the every-day tasks you will be expected to deliver with visual KPIs evaluated each month.
• We expect this role to deliver massive success for our clients in its true sense after an employee has gone past the initial learning curve of 2_Months, wherein you will be tasked to demonstrate a real change management & visible progress over a period after the initial training program of 1-2 months is complete. This role will be given company funded training, all requisite tools, a start of the art helpdesk CRM designed on hundreds of thousands of pounds of company investment & some detailed exposure to UK technology marketplace products & services.

CTC, Bonuses & Rewards: -