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Customer Care Agent | |||||||||||||||||||||||||||||||||
Description: Equality of opportunity and inclusivity is fundamental to the vision and values of Wildanet. The principles of equality and diversity are at the heart of Wildanet's work and are supported by appropriate employment policies, procedures and good practice. Wildanet is a thriving and growing internet provider bringing superfast and super-reliable service to homes and businesses throughout the region. Our aim is to attract, develop and retain colleagues with a unique combination of local knowledge and technical expertise who put the customer at the heart of the business. Wildanet, building careers from the Southwest to anywhere. Job Title: Customer Care Agent Benefits: Company Pension/ Employee Assistance Programme for you and your family/ Eyecare Vouchers/ Flexible Working / Bespoke Training & Development Plan/ Spontaneous Awards/ Enhanced Sick, Family leave and Statutory Leave/ Flu Jabs/ Employee Share Options/ Death in Service Benefit/ Paid leave for charity support/ Complimentary tea and coffee in the office/ Attractive holiday package/ Free Broadband (after probation has been passed)/Access to generous discounts hub Wildanet Rewards & Recognition Hub Location: Liskeard Office, hybrid working will be available (minimum of 3 days in the office) Salary: ss24,578 - ss25,500 per annum depending on experience Role Purpose: As a Customer Care Agent and a key member of the customer care function, you will play a key role in ensuring that Wildanet offers an excellent customer experience that anticipates and addresses the customer's need and eliminates the need to contact Wildanet for help and support. Main Responsibilities: The Customer Care Agent is responsible for delivering a best-in-class customer experience to our residential and business customers before and after installation. Wildanet Customer Care Agents provide polite, professional, and empathetic customer experiences to those who make any type of enquiry. Customer Care Agents should have a good understanding of all Wildanet product & services, as well as strong communication skills, to provide personalised solutions. Key Activities: While duties and responsibilities will vary, they typically include: Understand, respond to and address the needs of customers contacting Wildanet and provide appropriate solutions to the customer's needs within empowerment levels, using initiative and with empathy. Manage new and rearrange existing installation appointments effectively and efficiently to provide an excellent customer experience, balancing the preferences of the customer with the operational needs of the business. Proactively identify improvements to the customer's specific issue as well as to the overall customer experience. Maintain accurate records and data across Wildanet's systems. Facilitate customer feedback and reviews to support and improve Wildanet's reputation. Undertake tasks effectively and efficiently, meeting Wildanet's targets for productivity, service level and the 'cost to serve' each customer. Essential Person Specification Knowledge: Understand Devon and Cornwall market landscape and opportunities for the business to grow and succeed. Understand of the challenges being faced and comes with a good plan to tactical them. In-depth knowledge of the business's products & propositions as well as standard strategic, analytical, and marketing concepts. Skills/Attributes: High proficiency in Microsoft and other relevant business tools & systems, to generate insight, reports and presentations for team members, peers and senior management. Self-motivated, ambitious, proactive and possessing a strong entrepreneurial spirit, adaptable to business growth fluctuations and able to work independently. Thrives in a fast-paced environment and work well under time pressure. Excellent attention to detail and the ability to multi-task. Customer centric with a strong customer service experience & be passionate about the customer experience, with a desire to exceed all customer service targets. High level of resilience. Ability to think creatively. Experience: 3+ years of working experience in a customer service position within a fast-paced and dynamic business environment, preferably working in a customer service role. Qualifications: General level qualification, to include numeracy and literacy Circumstances: This role will be attached to our head office, but the role holder may be required to work some unsocial hours and weekends to support our customers as required. |