Customer Care Advisor - Call Centre

The Company

Italk is an independent UK based home broadband and telephone services provider, serving thousands of existing customers. We offer competitively priced packages for our customers' needs while upholding a commitment to maintaining excellent customer service on all levels.

About the role

The role would be suited to an early-career professional, having already taken steps towards your customer service journey, but looking for room to streamline those pre-existing skills.

We want to make our customer experience a memorable one, leaving them feeling positive and happy that their services are with italk, and that each advisor is putting their best interest at heart.

You will be the front line of customer relations, speaking to a wide variety of people regarding any queries or setbacks they experience in order to provide effective resolutions. You will be well versed in dealing with all aspects of account maintenance, such as guidance through possible faults, billing enquiries, account ownership transfer, retention of business and more.

You will be regularly putting your knowledge into practice and using foresight to prevent issues before they arise where possible. Your will confidently be able to promote and provide advice on our range of products, ensuring our customers are getting the right package for their needs and budget, all while receiving the service they should be.

Customer retention is a key responsibility of our advisors along with satisfaction. Making sure that we are retaining our customers through good practice and consistent fresh knowledge of all options available to them.

About you

We’re searching for individuals with clear, consistent and recent telephone-based customer service experience. Candidates must have a great ability to solve problems and think on their feet, whilst simultaneously speaking to customers in a calm and friendly manner. You will be expected to take ownership of issues and proactively retain customers through excellent communication and product knowledge.

Person specification:

• Professional and approachable. Making our customers feel heard and secure
• Good at building a reputable relationship and rapport with customers
• Strong attention to detail and organisational skills are essential
• The ability to handle and adapt to situations without compromising quality
• A high level of motivation to meet the set standards and show that you can exceed
• Strong multitasking abilities and the capacity to manage a varied and diverse workload.

full time only

Full training will be given.

You are required to have all of your own equipment prior to joining to complete this role and a consistent stable internet connection. It is our policy that your equipment and connection are a part of your ability to work reliably, in the same way that you would be expected to dependably commute to an office.

We will provide full training and ongoing support throughout your onboarding, and you will be given lots of feedback to ensure that you are comfortable with all aspects of the role.

Equipment Requirements

• Your own computer/laptop running Windows 10+ or the latest IOS software (No chromebooks or notepads)
• Secure internet connection with 10mb minimum download speed, 8mb minimum upload speed (you can test this here https://www.broadbandspeedtest.org.uk/)
• Headset with USB connections capabilities (no Airpods)
• Working webcam
• A quiet home desk space to work from

Experience requirements

• A minimum of 12 months in a telephone-based customer service role ()
• This experience must be within the last 2-3 years
• Any background in sales, faults or resolutions is beneficial, but not mandatory.

Please note that due to a high volume of applications we may not be able to reach or reply to all candidates.

Shift patterns

You will be expected to work on a weekly rotational shift pattern basis, with all weekday shifts being between 9am – 7pm and all Saturday shifts being between 9am – 5:30pm. We do not work on Sundays.

• 9:00am – 5:30pm Mon – Fri
• 9:00-3:30pm Mon – Fri & 9:00-5.30pm Sat
• 10:30 – 7:00pm Mon – Fri

Job Type: Full-time

Pay: £23,809.50 per year

Benefits:

• Referral programme
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• Do you currently have all of the required equipment?
• What is your current notice period?

Experience:

• Call center: 1 year (Required)

License/Certification:

• Right to work in the UK? e.g valid UK passport/share code (Required)

Work Location: Remote