nemo

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Customer Support - Telecoms

This is a really interesting Customer Support / Sales Support role, working in a small, busy and friendly team in the Telecoms industry.  This is a regular customer of ours and a fantastic place to work.

 

The opportunity

Our client is well-established and successful Telecoms business. They're very busy, with high demand for their Internet Telephony services, as it will continue to be in the long-term as more people switch away from the legacy telecoms network. They have a small team that acts as first point of contact for a wide variety of customer enquiries and issues, mainly by phone and email.

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The team is growing and we're looking for someone with excellent customer service skills gained in the Telecoms or IT industry. Day to day, the team provides first-line fault-finding and support (escalating to techies where necessary), answers and follows up incoming sales queries (no cold-calling!) and looks after existing customer relationships.

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The team works very collaboratively in sharing tasks and there's room to specialise in the longer team if, for instance, you're particularly adept at fault-finding, account management, sales etc.

This will be a hybrid role after your onboarding period, so you'll be able to work up to three days per week from home if preferred.

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Key duties

• Acting as first point of contact for customers via email and telephone

• First-line customer support, analysing and diagnosing faults

• Working with internal technical teams and/or external network partners to resolve issues

• Answering and following up incoming sales enquiries from new and existing B2B customers

• Account Management of existing customer relationships

• Some out-of hours remote customer support on a rota basis

 

Requirements

• Excellent customer service and communication skills, written and verbal

• Experience of working in a busy, collaborative team

• Top notch organisation, time management and admin skills

• Ability to prioritise tasks and manage own workload

• Strong eye for detail and sense of pride in providing excellent customer service

• Good proficiency in MS Office (Word, Excel, Outlook)

• Experience of providing customer support in a technically-led environment (Telecoms/IT)

 

Feel free to get in touch for an informal chat, or if you're ready to apply, please send your CV and we'll get back to you shortly - steve@nemoresourcing.co.uk