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Our Customer Care team
Our Customer Care team are the first point of contact for our customers and partners if they require any assistance with our mobile, voice or business broadband services.
Put your technical troubleshooting skills to the test and support our customers through inbound and outbound calls across our portfolio of products.
Job Role
Managing and supporting Direct customers and Re-sellers with a range of products including mobile, fixed and data services.
Possessing excellent customer service skills, the customer care representative will deal with a range of queries from billing to technical queries in an efficient manner.
Create long term relationships with partners, making them promoters of Abzorb.
Strive for first time resolution while handling all issues with accountability, ownership and urgency.
Create the very best customer experience, ensuring its seamless for our partners and customers.
Have a positive attitude that shines through on every interaction with our partners and customers.
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Main Duties
- Responding to e-mail and telephone queries in an agreed SLA.
- Overseeing automation.
- Supporting partners and customers with our portfolio, including including Vodafone, O2, our MVNO Abz and our fixed propositions where applicable.
- First line technical support (PSTN, ISDN2, ISDN30).
- Updating internal systems.
- In life changes including adding / removing bars, bundles and completing contracts.
- Supporting resellers with placing new orders.
- Placing orders for organic growth accounts.
- Raising faults.
- Raising billing queries.
- Placing orders for hardware.
- Supporting CapZ Queries.
- Reporting network faults.
- Supporting other departments where applicable.
- Onboarding new partners after sign up.
Key Skills
To Succeed In This Role, You Will Need
- A fantastic phone manner.
- Excellent interpersonal and customer service skills.
- Great problem-solving skills and an analytical approach.
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Benefits
- We offer 28 days holidays inclusive of bank holidays with an additional day earned for every year of service, up to a maximum of 33 days, along with the option to buy and sell holidays.
- Mobile & Broadband rental discounts
- Private Health Care Scheme.
- Flexi-time.
- Introduce a Friend Bonus Payments.
- Free Onsite Parking.
- Increased leave with length of service.
- Customer Referral Bonus Payments.
- Regular funded team events.
- Performance recognition incentives.
- Cycle 2 Work scheme.
- Free hot drinks.
- Study support.
- Free eye tests
- Fully paid Charity day.
- Buying and Selling of Holidays.
Requirements
Our helpdesk operates on a shift system, so applicants will need to be available to work on the following shift patterns: Monday to Friday (depending on requirements by the Tech Helpdesk Team Leader)
- 08:00 16:00
- 09:00 17:00
- 10:00 18:00
To learn more about this role please contact Maria Outlaw or apply online.
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