Customer Support Executive
Customer Support Executive - Strategic – Up to £17,000 – Nelson, Lancashire
The Role
The business is looking to recruit a Customer Support Executive with strong experience in customer service and a background in the telecommunications / IT industry to work in the Strategic Customer Service team.
The purpose of the Customer Support Executive role is to provide a right first time level of customer service with a mature attitude in managing medium to high call volumes. As an ambassador for customer service you will take ownership full ownership for customer queries placing yourself in the customers’ shoes.
Responsibilities
· To deliver the best pro-active customer service wrap to all your assigned customer base, analysing customer accounts to provide the best level of service and information possible.
· To support the Field Based account management teams to ensure customer receives the highest level of service
· To provide a right first time level of service taking ownership of customer queries, ensuring customer expectations are met (under promise and over deliver).
· To identify potential customer dissatisfaction, working in synergy with other areas of the business so as to further improve the customer experience, increase profitability and customer loyalty.
· Be able to demonstrate an ability to work within a pressured environment, meeting both internal and external service level agreements.
· To identify opportunities to maximise growth and revenue.
· To deliver against the key business objectives, the business service level agreements and individual key performance indicators.
· To provide account information such as airtime usage, copy bills, tariff information and customer orders
· To update customer records such as contact points and email addresses, ensuring the customer is aware of ongoing issues e.g. account in arrears
· To keep up to date of the market place/industry in which Daisy Mobile operates
The Essentials
Qualifications
· You must have Grade C, G.C.S.E Maths and English or equivalent.
Essential
· Ability to adopt a clear and concise communication style.
· Attained excellence in a customer service environment.
· Be able to demonstrate a logical thought process meeting customer’s demands and expectations.
· Experience of managing customer relationships
· PC literate.
Desirable
· Experience of working within the telecommunications / IT industry.
· Experience of working as part of a virtual team
· Relationship building acumen
Want to know more about Daisy?
We are one the country’s fastest growing technology companies, providing communications to more than 75,000 business customers. Our fast paced business has more than 1,300 employees at offices nationwide where we offer a fresh, fun and innovative working environment. As a rapidly growing business we are always striving to and develop our team. For more information visit
www.daisygroupplc.com/work-for-daisy