Sales Enquiries, Administration & Support

• Handle first-line sales enquiries, providing customers with initial information on our range of products and services.
• Direct sales opportunities to the appropriate member of the Sales team for further discussion.
• Provide day-to-day administrative support to the Sales team, including preparing customer proposals, quotations, and contracts.
• Work closely with the Sales team to ensure customer requirements are managed effectively from initial enquiry through to order processing and ongoing support.

SIM & Order Processing

• Booking-in and administration of SIM stock across multiple network operators.
• Process, provision, and dispatch customer SIM orders accurately and efficiently.
• Process, configure, and dispatch router and hardware orders in line with customer requirements.
• Ensure a high level of accuracy throughout the order fulfillment process.

Billing Support

• Prepare and issue customer billing information accurately and within required timescales.
• Act as the first point of contact for customer invoice and billing queries.

Customer Estate Management

• Maintain accurate customer and internal records, ensuring information remains aligned and up to date.
• Process SIM swaps and other changes to customer estates.
• Support the administration and processing of customer contract renewals.

Technical Support & Fault Finding

• Provide first-line technical support, investigating and troubleshooting customer connectivity and service issues.
• Use logical fault-finding techniques to diagnose issues and identify appropriate next steps.
• Work closely with mobile network operators and internal technical teams to investigate more complex issues and help progress towards resolution.
• Keep customers informed throughout investigations, clearly communicating technical information and progress updates.

Operational Tasks & Continuous Improvement

• Take ownership of additional operational tasks and pieces of work where required, seeing them through from start to finish.
• Proactively look for opportunities to improve existing processes and ways of working.
• Suggest and implement practical improvements that make day-to-day activities more efficient, accurate, and customer-focused.
• Be willing to challenge existing ways of working and suggest better or simpler approaches where appropriate.

Key Skills and Experience Required

• Previous customer service experience.
• Confidence.
• Drive and enthusiasm.
• Attention to detail.
• The ability to build strong relationships with customers, suppliers, and colleagues.
• Excellent communication skills, both written and verbal.
• Self-motivation.
• The ability to perform under pressure and time constraints.
• Knowledge and experience of sales techniques/customer services skills and the ability to improve them.
• Good computer skills including experience using Microsoft packages.

Key Skills and Experience Preferred

• Some exposure to IT Networks.
• An understanding of Routers and configuration.
• A background in IoT.

Requirement to Learn

In order to successfully perform in the role, it is necessary to continually develop personal knowledge of:

• Mobius Customer Base.
• The product and the M2M market.
• Market conditions.
• The company’s processes and procedures.
• The Mobius internal software systems.

It is the responsibility of Sales & Customer Support to continually develop his/her knowledge in these areas and to demonstrate that development.

Support from the Company

The Company will provide:

• A full training program.
• Support and coaching from the Operations Team Leader and the Head of Operations.
• Regular reviews.

We will require the successful candidate to undertake a Basic CRB (Criminal Records Bureau) check, five years previous employment and residency check, and Credit Reference check.

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home. We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process, but we are currently excited to have our employees experience our office culture as much as possible.

Wireless Logic Group unites and brings people together. We accomplish this when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture we aim to reflect the world’s diverse voices both internally and externally to ensure success in our mission.

By applying for this role, you are consenting for us to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access, erase, or restrict the holding or processing of your data, please contact us (recruitment@wirelesslogic.com), and we will respond to your query as soon as possible.