We are looking for a customer service advisor to join our small and rapidly growing friendly internet service business.
Your day-to-day responsibilities will include the following:
- Answering customer enquiries via the telephone
- Monitoring and responding to customer enquiries via email
- Monitoring and responding to customer enquiries via webchat / social media
- Liaising with wholesale network providers to deliver services to our customers
Enquiries of the following nature would be expected:
- Sales and product enquiries
- Taking orders from customers
- Installation bookings and triaging installation issues
- Billing and payment enquiries
- Troubleshooting technical issues with broadband and home networking
Squirrel is a customer focused organisation; we are all about delivering an excellent experience to our customers at all stages of the customer journey. We believe the ideal candidate would have the following skills:
- The ability to be friendly and fun with customers, breaking the usual scripted experiences of calling an internet service provider.
- The ability to understand and advise on which of our service packages are suitable for our customers in an engaging, helpful and dynamic way.
- The ability to understand how our internet services are delivered, and to be able to explain the process to customers so they know what to expect.
- The ability to troubleshoot, installation, and technical issues.
Whilst the role is not a technical role, a candidate with the following knowledge would be at an advantage:
- Understanding of different internet technologies such as ADSL, VDSL, GPON and P2P fibre
- Understanding of home networking, Wi-Fi and Mesh Wi-Fi systems
- Ability to troubleshoot networking, device and Wi-Fi issues.
The role is primarily working in the office with the option to work 1 day a week at your discretion
Full and part time candidates will be considered. Evening and weekend shifts will be required.
Job Types: Full-time, Part-time
Benefits:
- Casual dress
- Company pension
- Employee discount
- Flexitime
- On-site parking
- Referral programme
- Competitive salary
Work Location: In person