G.Network Communications
Customer Service Advisor
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About the Role
The Customer Service Team serves as the first point of contact for our customers, playing a crucial role in shaping the overall customer experience. The team is committed to delivering instant resolutions to customer queries, ensuring that each interaction is handled with speed, courtesy, respect, and accuracy.
At G.Network, our Customer Service Advisers support customers throughout the entire journey from post order placement to fulfilment, and across all in life service needs. This includes handling billing enquiries, installation support, and general service queries through multiple channels, including telephone, email, and social media. The goal is always to deliver an efficient, first-call resolution, leaving customers with a positive and lasting impression of our service.
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Responsibilities
- Managing large amounts of incoming calls
- Identify and assess customer needs to achieve satisfaction.
- Building sustainable relationships and trust with customer accounts through open and interactive communication.
- Meet personal/customer service team targets and call handling quotas.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies.
- Go the extra mile to engage customers and achieve client satisfaction.
- Oversee billing and payment queries.
- Engage and respond to social media and online review platforms.
- Manage and respond to emails.
- Data protection - Keep sensitive information and financial records private and confidential.
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Requirements
We are looking for proven customer service experience or experience as a customer service adviser with a track record of over-achieving KPI’s. Including;
- Strong phone contact handling and active listening skills.
- Familiarity with CRM systems and practices.
- Customer orientation and ability to adapt/respond to different enquiries.
- Excellent communication and presentation skills.
- Customer first approach and mentality (Customer Centricity)
- Ability to multitask, prioritise, and manage time effectively.
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