Telecoms Customer Service Advisor

About the Role

Our client is seeking a friendly and professional Telecoms Customer Service Advisor to join their team in Norwich . This role is crucial for providing excellent support to customers regarding their telecommunications services, including billing inquiries, technical troubleshooting, and service upgrades. You will be the first point of contact for many customers, playing a vital role in ensuring customer satisfaction and retention. The ideal candidate has strong communication skills, empathy, and a passion for helping people navigate the complexities of telecoms services.

Key Responsibilities

• Handle inbound customer inquiries via phone, email, and live chat regarding telecoms services.
• Provide first-line technical support for common issues such as connectivity problems and equipment setup.
• Assist customers with billing inquiries, plan changes, and account management.
• Accurately record customer interactions and issue resolutions in the CRM system.
• Escalate complex technical or service issues to the appropriate departments for resolution.
• Promote additional services and upgrades when appropriate and beneficial to the customer.

Requirements

• Previous experience in a customer service role, preferably within the telecoms or a related industry.
• Excellent verbal and written communication skills, with a clear and friendly tone.
• Strong listening skills and the ability to empathize with customer concerns.
• Basic understanding of telecommunications products and services is advantageous.
• Proficiency with computer systems and CRM software.
• Ability to work effectively in a hybrid environment, demonstrating reliability and professionalism.

Benefits

• Competitive starting salary with potential for performance-based bonuses.
• Hybrid working model offering flexibility between office and home.
• Comprehensive training on telecoms products and customer service best practices.
• Opportunities for career progression within the customer service or technical support teams.
• A positive and supportive work environment in the Norwich area.