About the role
As a Technical Customer Support with expertise in Telecommunication domain. We are looking for a committed and customer-focused Customer Service Representative to manage both outbound and inbound calls within our dynamic team. This crucial role involves communicating with customers about a service we are phasing out, providing them with clear information, and assisting them in making informed decisions regarding their future options.
Tell me more, tell me more…
Our client is currently looking for a recruit in joining their current team, below are the job details for your reference:
You can also ask our friendly recruitment team for any questions you may have about the role, between 09.00am till 17.00pm Monday to Friday.
Shifts: Monday to Friday (37.5 hours)
Roles and Responsibilities:
* Identification of correct contacts to engage regarding their services with Virgin Media O2 using both internal systems and public information available.
* Proactively contact identified customer contacts by phone to inform them of service retirements and discuss their account implications.
* Handle inbound calls from customers seeking information about the changes, addressing their concerns and queries with empathy and efficiency.
* Educate customers about their choices, including terminating their contract, transferring services to another provider, or exploring new options available through our sales team.
* Facilitate a seamless transition for customers opting for new services, providing comprehensive information and support throughout the process.
* Maintain accurate records of customer interactions, ensuring all relevant information is accessible for follow-up actions.
* Work closely with sales and customer support teams to ensure consistency in communication and customer satisfaction.
* Manage customer enquiries and resolve any issues with a high level of professionalism and care.
The must haves:
* Experience in both outbound and inbound customer service environments including handling upsell opportunities.
* Excellent verbal and written communication skills, with the ability to convey information effectively and clearly.
* Superb organisational skills and the capability to handle multiple tasks simultaneously.
* A strong customer-first mentality, adept at adjusting interactions to meet varied customer needs.
* Proficient with CRM systems and other standard office software.
* Team-oriented with a positive attitude and the ability to collaborate effectively.
* Adaptable and resilient, capable of thriving in a fast-paced and changing environment.
What’s in it for you? –
Our client loves to reward their people for doing a great job.
* This is until Dec 2025 (likely to extend)
* This role provides a hybrid working access in Sheffield (Full Time in the office for the first 2-3 weeks, then 3 days per week)
Next Steps
Once you’ve applied, one of our friendly recruitment consultants will give you a call and talk you through the screening process.
If your application is successful, you’ll be involved in a live virtual interview with one of our client’s hiring managers to get to know you better.
We look forward to speaking to you!