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Telecommunciations Technical Support Operative
Date Posted:	28/05/2012
Closing Date:	18/07/2012
Type:	Telecoms
Location:	Leatherhead
Salary:	£17000 to £20000

Information:

Customer Operations Executives

Purpose & Key Responsibilities

To provide first class frontline customer service to “current” customers for all products and services and across all business functions. To strive for Simple, Personal & Effective dealings at all times to exceed customer needs and expectations.

Key responsibilities include:

• Respond to all inbound customer contacts to identify requirements, resolve immediately where possible or manage through to resolution.

• Log all incoming contacts and subsequent transactions, raise and maintain all necessary and relevant internal records.
• Act as part of Customer Operations team to meet and exceed agreed customer service KPI’s;

Main Duties
• Communicate courteously and effectively with customers by telephone, email, letter and in person.

• Provide help and advice to customers on Class's products or services;

• Investigation, diagnosis and resolution of customers' issues.

• Deal quickly and efficiently with customer enquiries or complaints.

• Expedite customer orders effectively, including ongoing communication and information for example regarding delays or early fulfilment

• At all times act in customers’ best interests and always look for opportunities to encourage future business

• Proactively recognise possible delays or complications and take steps to avoid or minimise adverse effects

• Ensure the accuracy of all recording of customer contacts.

• Report on contact activity where applicable to provide business and performance statisitics for major customers.

• Where applicable provide customers with pricing and contract information using support tools (eg. pricing and contract resign tools).

• Project manage a range of customer requirements working along with other teams to ensure a scuccessful conclusion and delivery.