About us:
We are Monkey Tree Hosting, also trading as MTH Networks.
At Monkey Tree Hosting, we are passionate about delivering robust, reliable, and user-friendly hosting and IT solutions vital to helping our looked-after businesses navigate the complexities of the digital landscape.
At MTH Networks, our mission is to make broadband simple. Focusing on the residential broadband market, we are devoted to offering the best internet alongside personalised and expert support to ensure that every customer's needs are met with efficiency and care.
With a growing customer base and a reputation for personal, expert service, we're on the lookout for a motivated Customer Service Agent to join our family to help keep our customers smiling.
What can you expect as a Customer Service Agent at MTH?
As a Customer Service Agent, you will be the first point of contact for our customers. Whether it's helping someone get into their emails, helping a new customer get their router up and running or answering billing questions, your job is to provide prompt, friendly, and effective support every single time.
Reporting directly to your Team Leader, some of your day-to-day responsibilities will include:
* Responding to customers via our CRM (email), our LiveChat and over the phone
* Making outbound calls where requested or more suitable
* Troubleshooting network issues
* Troubleshooting technical issues, escalating to the Technical Team where necessary
* Assisting customers with account management, billing, and product queries
* Making residential broadband sales
* Making commercial sales to new and existing business customers
* Maintaining highly accurate records of customer interactions
* Collaborating across departments to ensure a smooth journey for the customer
* Contributing ideas to improve our support systems and processes
We are looking for someone who holds the following qualities and attributes:
* A customer-first, ready-to-help mindset with a calm and helpful attitude
* Good written and verbal communication skills
* A fast learner who is eager to learn
* Able to comfortably manage multiple ongoing tasks while maintaining accuracy
* Able to work independently and manage your time effectively
* Able to work collaboratively with your team
* A good grasp of prioritisation principles
* Knows their way around a computer, being familiar with Windows 10/11
* Proficient with the Microsoft 365 suite (Outlook, Word, Excel, etc.)
* A strong desire to develop and push themselves
Prior experience in a customer support or tech support role is desired but by no means essential.
This role will involve working any 5 out of 7 days, meaning weekend availability is essential. Your working hours will consist of rotating shifts between 08:00 and 20:00.
You'll be contracted for 37.5 hours a week, with a daily 30-minute unpaid lunch.
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Does that sound like the position for you? Great We look forward to receiving your CV and a brief cover letter telling us why you're the person for the job.
If you have any questions at all, please let us know.
Good luck
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Job Types: Full-time, Permanent
Pay: £24,350.00 per year
Benefits:
* Casual dress
* Company events
* Company pension
* Free parking
* On-site parking
Ability to commute/relocate:
* Kettering NN15 6XW: reliably commute or plan to relocate before starting work (required)
Application question(s):
* Please provide a brief summary to let us know why you are the person for the job.
Experience:
* Customer Service: 1 year (preferred)
Language:
* English (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person