Wildanet Ltd
Customer Care Agent
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Job Title: Customer Care Agent
Benefits
- Company Pension/ Employee Assistance Programme for you and your family
- Eyecare Vouchers
- Flexible Working
- Bespoke Training & Development Plan
- Spontaneous Awards
- Enhanced Sick, Family leave and Statutory Leave
- Flu Jabs
- Death in Service Benefit
- Paid leave for charity support
- Complimentary tea and coffee in the office
- Attractive holiday package
- Free Broadband (after probation has been passed)
- Access to generous discounts on Wildanet Rewards & Recognition Hub
Location
Liskeard Office
Salary
£26,227.50 per annum
Role Purpose
As a Customer Care Agent and a key member of the customer care function, you will play a key role in ensuring that Wildanet offers an excellent customer experience that anticipates and addresses the customer’s need and eliminates the need to contact Wildanet for help and support.
Main Responsibilities
The Customer Care Agent is responsible for delivering a best-in-class customer experience to our residential and business customers before and after installation. Wildanet Customer Care Agents provide polite, professional, and empathetic customer experiences to those who make any type of enquiry. Customer Care Agents should have a good understanding of all Wildanet product & services, as well as strong communication skills, to provide personalised solutions.
Key Activities
While duties and responsibilities will vary, they typically include:
- Understand, respond to and address the needs of customers contacting Wildanet and provide appropriate solutions to the customer’s needs using initiative and with empathy
- Manage new and rearrange existing installation appointments effectively and efficiently to provide an excellent customer experience, balancing the preferences of the customer with the operational needs of the business
- Proactively identify improvements to the customer’s specific issue as well as to the overall customer experience
- Maintain accurate records and data across Wildanet’s systems
- Facilitate customer feedback and reviews to support and improve Wildanet’s reputation
- Undertake tasks effectively and efficiently, meeting Wildanet’s targets for productivity, service level and the ‘cost to serve’ each customer.
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Essential Person Specification
Knowledge
- Microsoft Office suite and CRM systems
- Knowledge of customer call systems & diagnostic tools
- Basic knowledge of internet packages and service offerings
- Understanding of the challenges faced by the customer
- Telecomms industry knowledge (desirable)
- Alt net industry knowledge (desirable)
- VOIP systems (desirable)
Skills/Attributes
- Strong communication and interpersonal skills
- Passionate about customer experience, with a desire to exceed all customer service targets.
- Excellent attention to detail and the ability to multi-task and prioritise tasks
- Self-motivated, ambitious, proactive and possessing a strong customer focus.
- Thrives in a fast-paced environment and works well under pressure
- Willingness to learn and develop in-depth knowledge on products and service offerings.
- Ability to generate insight reports and presentations for team members, peers and senior management.
- Adaptable to changing business needs.
- High level of resilience.
- Ability to think creatively
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Experience
- Experience of working in a customer service position within a fast-paced and dynamic business environment
- Experience of working in a call centre environment managing inbound calls, outbound calls and contacts made via email, live chat and other digital streams
Qualifications
- Good level of education, including literacy and numeracy skills
Circumstances
- The working hours are 37.5 hours a week between the hours of 8am – 8pm on a shift rotation, there is an expectation to work 1 Saturday a month on a rota basis, with a day off in the week in lieu.
- During peak periods, some unsocial hours and weekends may be required to support our customers as required.
- The role is based at our head office in Liskeard for a minimum of 3 days a week, a maximum of 2 days a week hybrid.
Equality of opportunity and inclusivity
Equality of opportunity and inclusivity is fundamental to the vision and values of Wildanet. The principles of equality and diversity are at the heart of Wildanet's work and are supported by appropriate employment policies, procedures and good practice.
About Wildanet
Wildanet is a thriving and growing internet provider bringing superfast and super-reliable service to homes and businesses throughout the region. Our aim is to attract, develop and retain colleagues with a unique combination of local knowledge and technical expertise who put the customer at the heart of the business.
Wildanet, building careers from the Southwest to anywhere.
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