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Technical Telecoms Advisor job in Warwick

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Job Ref:  204618178
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  Warwickshire
City:  Warwick
Post Code:  CV34
Salary:  £28000 - £34000/annum
05/10/2016 03:25

Our client is a global consultative enterprise which supports its expansive client base, through the provision of training and business advice. Their Telecoms division is expanding significantly and as a result, they are now looking for a proactive and enthusiastic Technical Telecoms Advisor to join their existing team in Warwick.


* Greet customers warmly and ascertain reason for calling
* Resolve customer enquiries via phone/email using ticketing system to manage the priority of the calls, whilst maintaining a positive image for the client
* Assist with order processing, following up quotes, refunds/exchanges
* Take payment information and other pertinent information such as addresses and phone numbers
* Diagnose the problem and remote access onto customer's machine where appropriate
* Use the ticket system to control workload and prioritise tasks
* Answer general customer service calls
* Assist Telecoms team with tickets
* Inform customer of deals and promotions
* Ensure all telecoms orders/replacements are processed in a timely manner
* Create reports and procedures as necessary
* Provide a level 1 or 2 Helpdesk service managing enquires regarding mobile, Landline or broadband enquiries
* Completion of quotes for new services
* Follow up quotes and process the sale
* Answer questions about warranties and/or replacements
* Answer questions about our Telecoms range
* Process new orders and replacements
* Liaison with third party suppliers involved in the problem resolution
* Resolve customer complaints via phone/email
* General customer service tasks


* In-depth knowledge of customer service principles and practices
* Proficiency in CRM systems
* Proficiency in MS office applications
* Product knowledge
* Willingness to learn about products and services
* Communication skills
* Customer service focus
* Problem analysis and problem-solving
* Decision-making to an agreed level
* An understanding of 4DX or willingness to learn
* Ability to use initiative
* Flexibility
* Stress tolerance
* Commercial understanding of time verses task value
* Eye for detail
* Use of Zendesk, CRM, aBILLity, SagePay, CCV Website and Telco Dashboard


* Will have customer service experience
* Will have some telecoms experience in mobile, Landline and/or broadband services

This position offers an extremely competitive salary with additional company benefits, once a successful 6-month probationary period has been completed
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