Customer Experience Agent

About Us

We're on a mission to "Connect the real world with the digital world to improve lives”. To get there, we govern ourselves with a set of simple, yet powerful guiding principles.

We believe we make a difference to people’s lives.

We care about each other & our customers.

We challenge the Industry.

We deliver on our promises and have fun doing it.

What you will be doing

As a Customer Experience Agent you will be responsible for providing a professional and high-quality service to all customers that require support with their broadband connections.

You will assist all types of customers with technical queries regarding their services, keeping them fully informed of the process whilst ensuring that all systems are updated. Previous experience within a customer service and/or within an ISP is advantageous. 

Working hours are between 8am-8pm on a shift rotation, Monday to Saturday.

Key Responsibilities

• Ensure all customer contacts are dealt with efficiently, and to a high standard that result in high customer satisfaction (minimum of 85%)
• Provide first line technical support to Connexin customers via various channels such as live chat, telephone and email.
• Deliver an exceptional customer service experience and identify ways to improve service delivery to our customers.
• Identify solutions for our customers services and escalate to the relevant departments when required.
• Ensure all customer queries and incidents are recorded and resolved within agreed SLA’s.
• Be a trusted member of the team, supporting colleagues and providing guidance and coaching to new starters where required.
• Ensuring that complaints are adequately handled and concluded, escalating to your Supervisor where required.
• Accurately updating all customer cases, leaving a strong audit trail.
• Adherence to companies GDPR policy.
• Managing your own workload to meet objectives

Essential Experience

• At least one year’s experience in a customer-facing role
• Experience in a technical support role would be advantageous
• Proven experience in a customer service role within an Internet Service Provider is desirable
• Experience of working for an ISP is desirable but not essential.

Essential skills and competencies

• Able to gain a basic technical and practical understanding of all Connexin products, platforms and systems
• Knowledgeable with Zendesk and other operational systems to ensure high level of service and customer satisfaction
• Highly competent at using IT systems to manage operations and support decision making
• Knowledgeable of the Connexin network operations functions, including problem solving
• Proactive and has a solution mindset
• Self-motivated and driven 
• Excellent communication skills , positive team working attitude and an excellent attention to detail

Benefits

• Great Culture & Awesome People!
• 25 Days Holiday + Bank Holidays
• Enhanced Parental Benefits
• Employee Referral Scheme
• Birthday Day Off
• Flexible Working
• Bike to Work Scheme
• Volunteer days
• Company events & awards
• Medicash - Health cash plan
• Employee Assistance Program

Equality and Diversity

Connexin is committed to ensuring that all candidates for any role at Connexin are treated equally and with respect. We hire on the basis of “the right person for the role” and we never discriminate against any candidate on the grounds of :

• Age
• Disability
• Gender reassignment
• Marriage or civil partnership
• Pregnancy or maternity
• Race
• Religion
• Sex
• Sexual Orientation

We will endeavour to accommodate any request in respect of any disability needs that any candidate may have.