Service Assurance Advisor - Eastleigh, Hampshire - Additional Resources Ltd

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Description

Service Assurance Advisor - Eastleigh, Hampshire based - Salary 17-18k Company Established in 2001 our client serves over 1,000 wholesale partners across the UK. Through our partner channel they deliver over 100,000 fixed lines and 90,000 broadband services to a range of SME, mid market and corporate customers. Their partners benefit from the highest levels of support, customer service and choice, enabling them to drive efficiencies, improve productivity and profitability within their business. This flexible approach, constant innovation and new product development programmes have placed the company at the forefront of its field and made it the natural choice for the channel. Objectives To provide the best possible services for all products provided by the company The Service Assurance Advisor will take direction from the Service Assurance Team Leader and Contact Centre Manager. To apply knowledge of the industry, products and services offered by the company in aiding in the resolution of Fault Tickets raised by the customer. Role The objectives of this role are to Manage Customers To be empathetic and understanding to customer issues providing To deal with customer complaints in a friendly, calm, professional and proactive manner. To effectively manage the customer expectation and follow through with promises made to the customer. Manage Workflow Contribute in providing high level of service, using multiple client portals and communicating using various methods to achieve optimum service delivery. Key responsibilities Delivering a first class customer experience to new and existing customers. Cascading the Technical knowledge of the services & Products that are provided to our customers. Developing relationships with internal department Responding to all customer enquiries in a polite and professional manner. Being an active contributor to the operational environment and participating in the long term goals for the business. Any other duties, as required in the delivery of the role and as directed by the Management Team. Candidate Skills Skills in customer service, with a desire to delight customers, above and beyond the call of duty. Technical Experience in dealing with Broadband, Leased lines, VOIP and all aspects of the Telecommunications industry. An individual who shows an embedded passion for customer service, with a keen emphasis placed on skills development. An ability to work closely with customers, to provide the best possible service. You will have Previous experience in delivering a high level of Technical Support to customers. Experience in Broadband, DSL and network Knowledge of the systems used by suppliers (BT, Opal etc) Understanding of a Customer Service Excellence. Call handling skills of a high standard. Microsoft Office experience (Basic) You must be eligible to live and work in the UK to be considered for this role. Additional Resources Ltd is an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003 Key words : Eastleigh, customer service, telecom. Telecommunication, help desk, VOIP, broadband