Customer Experience Agent

We're on a mission to "Connect the real world with the digital world to improve lives”. To get there, we govern ourselves with a set of simple yet powerful guiding principles:

We believe we make a difference to people’s lives.

We care about each other & our customers.

We challenge the Industry.

We deliver on our promises and have fun doing it.

What you'll be doing:

As a first line support agent (Customer Experience Agent) you will be responsible for providing a professional and high quality service to all customers that require support with their broadband connections.

You will assist all types of customers with technical queries regarding their services, keeping them fully informed of the process whilst ensuring that all systems are updated.

Previous experience within a customer service and/or within an ISP is advantageous.

Working hours are between 8am-8pm on a shift rotation, Monday to Sunday.

Key Responsibilities:

Ensure all customer contacts are dealt with efficiently, and to a high standard that result in high customer satisfaction (minimum of 85%)

Provide first line technical support to Connexin customers via various channels such as live chat, telephone and email.

Deliver an exceptional customer service experience and identify ways to improve service delivery to our customers.

Identify solutions for our customers services and escalate to the relevant departments when required.

Ensure all customer queries and incidents are recorded and resolved within agreed SLA’s.

Be a trusted member of the team, supporting colleagues and providing guidance and coaching to new starters where required.

Ensuring that complaints are adequately handled and concluded, escalating to your Supervisor where required.

Accurately updating all customer cases, leaving a strong audit trail.

Adherence to companies GDPR policy.

Managing your own workload to meet objectives

Undertake other duties as required, appropriate to the role, to support the company and department’s objectives

Essential Skills & Experience:

Able to gain a basic technical and practical understanding of all Connexin products, platforms and systems

Knowledgeable with Zendesk and other operational systems to ensure high level of service and customer satisfaction

Highly competent at using IT systems to manage operations and support decision making knowledgeable of the Connexin network operations functions, including problem solving

Proactive and has a solution mindset

Self-motivated and driven

Excellent communication skills

At least one year’s experience in a customer-facing role

Experience in a technical support role would be advantageous

Proven experience in a customer service role within an Internet Service Provider is desirable

Experience of working for an ISP is desirable but not essential.

Desirable Skills & Experience:

Desirable Qualifications:

ITIL foundation

CompTIA

Network+

Leadership qualification

Occupational related qualification

Equality & Diversity:

Connexin is committed to ensuring that all candidates for any role at Connexin are treated equally and with respect. We hire based on “the right person for the role” and we never discriminate against any candidate on the grounds of :

Age

Disability

Gender reassignment

Marriage or civil partnership

Pregnancy or maternity

Race

Religion

Sex

Sexual Orientation

We will endeavour to accommodate any request in respect of any disability needs that any candidate may have.

Please note: As part of our commitment to maintaining a safe and secure workplace, all successful candidates will be subject to Disclosure and Barring Service (DBS) checks.