Customer Support Consultant

Reporting to Operations Manager to provide Customer Service and Provisioning Support, including but not limited to:High level of customer service with exceptional telephone manner
Ability to maintain and develop client accounts.
Ability to engage with customers regarding solutions that may better suit their needs and to help grow their business. • Confident in helping customers on day-to-day issues and queries.
Proactively assess the needs of the client and resolve issues efficiently and accurately.
Answer inbound calls in the published time frame & in the correct manner.
Assist with Special Projects
Proactively Retaining Customers
Understand and confidently arrange and provide licences, CPS, WLR, Data, Number Porting, Number Management and SIP Services covering all aspects of orders. Ensuring all dates are aligned where possible and keeping the client informed throughout the process of the order.
Ensure correct procedures are followed for escalations and meeting SLAs
Monitor and process all orders, including escalations.
Resolving allocated tickets within the required SLAs
Skills and experience required:Previous experience in a similar role is desirable but not essential.
To be strong & assertive
Ability to take ownership of tasks.
Excellent interpersonal skills, the ability to work cross-functionally and interact confidently with multiple departments (both internal and external)
Natural flair for delivering high levels of Customer Service
Excellent planning and organisational skills with the ability to prioritise, manage time effectively and work to tight deadlines
Team player – understand the importance of collaborative working.
Excellent IT skills and confidence using Business Management systems (Autotask), proficient in MS Office packages.
Excellent attention to detail achieving high levels of accuracy.
The Benefits Hours: Monday to Friday 9:00 to 17:30, 1-hour unpaid lunch Holiday: 25 days holiday + 8 bank holiday days Loyalty Days: 1 day after first full year, 2 days after 2nd full year, 2 days after 5th full yearPension: 3% Employer contributionTraining: Training plans through our partner academy tailored to your role.Other: Subsidised parking within Worthing Town Centre
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