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Customer Service Technician job in Trafford Park

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Job Ref:  204680240
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
City:  Trafford Park
Post Code:  M17
Salary:  £18000 - £20000/annum £18,000-£20,000 DOE +10%+Bens
18/10/2016 16:02
Customer Service Technician -Manchester
Salary : £18,000-£20,000 DOE, + 10% Bonus+ Benefits, paid holiday, onsite parking.

My client are a leading B2B Telecoms provider and are one of the largest network carriers of fixed-line voice minutes in the UK, providing a comprehensive range of next generation voice, data and mobile services to businesses, the Public Sector and not-for profit organisations, including the latest IP telephony phone systems, high speed internet and data connection packages, mobile services and unified communications solutions.

This new role will encompass a range of key customer service activities providing Provisioning support to both telecom end users and channel partners, alongside the management of stock for a range of products. This role will work alongside the existing support desk and will be responsible for managing various provisioning and stock related tasks. Coordinators will be responsible for managing the completion of any activity to SLA and keeping the customer informed throughout the process.

I am looking for a bubbly and outgoing customer focused individual to join a growing and progressive Times 100 company.

Order placement and provisioning
Place 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

Customer Query resolution
Identify potential churn risks, escalate accordingly into account management teams

Escalation Management:
Escalate as necessary on behalf of the customer - both to the appropriate actioning team and to 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 or stock incident/escalation to identify cause of failing and preventative actions

Provide clear customer communications via both email & phone contact
Use appropriate (i.e. tailored to the callers telco knowledge) and professional language through customer communication
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