A driven Customer Service Representative is needed to join our team at Telet, a leading UK Mobile Network Operator based in Bath, on a full-time basis. This is an entry-level position.
We are a full mobile operator member of the GSMA, focusing on improving mobile coverage with private networks for communities. Everywhere needs coverage, but it's not easy to do. We are developing new technologies that we find exciting and bring new value to connected places and communities.
This role is for an entry-level position on their service desk, reporting to their Service Delivery Manager. You will be responsible for taking customer service calls and working with other members of the Telet team to resolve customer issues in a timely and efficient manner, ensuring customers feel valued and satisfied with the service delivered.
This is an excellent opportunity to progress your career with a rapidly growing company!
About Us
Telet is transitioning from a research and development company into a full commercial build. Our objective is to bring Private 5G Networks to market into Holiday Parks such as caravans, motorhomes, static homes and camping or similar high usage communities.
About the Role
You must be keen to share your skills and knowledge, have a 'can-do' attitude and first-class customer service quality. Equally, being part of an amazing team means that you will get to develop your technical skills. You will be expected to be able to work from the Service Desk environment from the office in Bath.
Our Connected Service Desk will be open from 8 a.m. to 8 p.m. We have an 'early shift' and a 'late shift'. The early shift covers from 8 a.m. to 5 p.m., and the late shift is from 11 a.m. to 8 p.m.
Key Responsibilities:
- Taking customer calls
- Logging details of the call into the Telet helpdesk application
- Engage sympathetically with the customer to identify the nature of the problem/issue that they wish to resolve
- Logging details of the customer problem/issue in the Telet helpdesk system
- Working with the customer to resolve issues based on a number of standardised support scripts
- Offer customers the opportunity to contribute to customer satisfaction surveys
- Chat with our customers online with customer service requests
- Working with the Telet customer Service Connections Manager and members of the Telet IT support team to resolve more complex cases
- Logging the outcome of service calls to ensure that the details of the resolution are recorded, including resolution times, improving knowledge and sharing
- Working with the Telet Service Connections Manager to identify process improvements that can speed up or simplify the way that customer issues are identified and recorded (such as the identification of categories of problems)
- Conducting reviews of the helpdesk system to ensure that we identify open cases and work to resolve them
- Make customer satisfaction calls to follow up and ensure that the solution meets their needs
- Working with the Service Connections Manager to extract reporting data to assist in understanding the nature of statistical nature of customer calls
- Working within a team to ensure that suitable service coverage is provided, especially during out-of-working hours
Required Skills:
- Show our customers how important they are to us through expert telephone manners and initiative with words
- Be resilient to complaints and customers who are not relaxed because they are not online
- Using organisational skills, show we care by remembering to follow up with customers with any promises made
- Have a basic understanding of mobile coverage
- Have an ability to self-motivate
Sounds interesting? Click the APPLY button to send your CV for immediate consideration.
Candidates with previous experience or job titles, including; Customer Service Representative, Client Relations Specialist, Customer Support Agent, Customer Care Associate, Customer Engagement Representative, Client Service Advisor, Customer Solutions Specialist, and Customer Experience Agent may also be considered for this role.