Customer Service Technician
This new role will encompass a range of key customer service activities providing provisioning support to channel partners, across a range of Gamma Broadband & IP Telephony products.
The position sits within the existing fast paced and high growth support desk where you will be responsible for handling customer enquiries via call, email and chat. Co-ordinators will be responsible for managing the completion of end to end provisioning activities to SLA, keeping the customer informed throughout the process.
1. Order placement and provisioning
Manage product orders using a variety of internal and external systems
Clearly communicate timelines for provision to customers
Jeopardy manage provision activities to ensure actioned within SLA
Clearly communicate progress to the customer throughout the process
Provisioning will be for both large scale complex projects and business as usual provisioning requests
Communicate and manage known stock issues to both internal and external parties
Work between a variety of different workflows, prioritising workload accordingly
Actively managing back office systems to ensure customer service levels are met
Managing service relations with suppliers
2. Customer Query resolution
Handle and resolve end to end customer queries, aiming for first time fix
3. Escalation Management:
Escalate as necessary on behalf of the customer – both to appropriate internal and supplier teams and line management
Understand and use effectively/appropriately escalation paths to seek resolution for customer queries, ensuring the customer is updated throughout
Conduct ‘root cause’ analysis on resolution of any provisioning incidents to identify cause of failure and undertake preventative actions
Provide clear customer communications via email, phone and chat
Use appropriate and professional language (i.e. tailored to the callers telecommunications knowledge) to provide effective customer communication
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