Customer Service Advisor

Role: Customer Service Advisor

Pay rate: £12.50 - 13 per hour dependent on experience

Hybrid working: Home working 2 days and office based 3 days

Office location: Cambridge CB21

Hours: Full time Monday to Friday

We are working on behalf of our client who is seeking to recruit an experienced Customer Service Advisor to join their evolving and growing business! This is a very exciting time to join an established and financially stable business during a period of continued growth and expansion in the IT and Telecommunication field assisting on their customer helpdesk. This role would involve working in a team of 6 supporting customers with any issues that arise and resolving, performing tests on customer telephone lines, resolving billing queries as well as redirecting telephone calls to the appropriate departments within the company.

The role would be home based for 2 days and office based for 3 days - but you will be expected to be office based during initial training. The working hours rotate weekly to work either 8am until 5pm OR 8.40am until 5.40pm.

This is a temporary contract that could lead to a permanent position for the successful candidate.

Role and responsibilities:

• As a Customer Service and Helpdesk Advisor you will be responsible for handling incoming calls into the business for support relating to networking/broadband or telephony issues
• Taking detailed information from customers and accurately logging faults to be passed onto Engineers into an internal ticketing system
• You will be responsible for taking ownership of queries and ensuring that faults are dealt with in a timely manner and within the set timescales
• Assist customers with completing basic first line troubleshooting for a variety of faults such as call diverts and WiFi support
• Regularly liaise with colleagues and third-party companies to advance tickets and keep customers informed of progress either verbally or via our CRM/ticketing system
• Provide aftercare support by contacting customers after their issues have been resolved to confirm they are satisfied
• Ensure any damaged or faulty equipment is returned in a timely manner and any replacements are delivered to customers efficiently

• Accurately updating internal database systems
• General administration support as required

Skills and experience required:

• Proven and demonstrable work history in a Customer Service role is essential
• Experience in 1st line support, helpdesk or technical support is desirable
• Excellent attention to detail and data accuracy skills essential
• Ability to communicate confidently with customers, colleagues and 3rd parties
• Positive and enthusiastic mentality
• Interest in IT or telecommunication advantageous

Benefits:

• Hybrid working
• Free parking
• 25 days holiday plus bank holidays
• Life assurance
• Employee discount programme
• Cycle to work scheme

If you have the relevant skills and experience, and actively seeking a new Helpdesk or Customer Service Advisor role with a financially stable and growing business then please apply today.