Customer Service Advisor

About us:
Wifinity was founded in 2007 to solve a problem—our armed forces were struggling with reliable connectivity. While living in barracks, often in remote locations, ordering a landline and booking in an engineer just wasn’t an option.

And that problem isn’t exclusive to the military, either. Students living in University accommodation, families visiting holiday resorts, or living in shared accommodation and retirement communities.

Conventional home broadband doesn’t always work for them.

Wifinity is different. We offer the same benefits as traditional broadband, such as super-fast speeds, WiFi, and secure and private networks, but none of the downsides. We even offer Pay As You Go and flexible contracts, so customers only pay for what they need without hefty penalties or long contract terms.

We take the complexity out of connectivity.

The opportunity:
We are looking for a call centre agent to join our Customer Service Team. In this role you will be delivering great customer service through phone calls, email and live chat. The team's deliverables are to resolve issues and provide excellent customer focused service in a timely and professional manner.  

As Wifinity’s first point of contact for our customers you will ensure that every query will be answered to the highest standard. You will be learning all about our business and what we do to efficiently resolve our customers issues. You will take ownership of your cases and together as a team work towards increasing our first contact resolution response. 

Key areas of focus:
Joining our customer services team, you will be responsible for delivering an exceptional service to customer queries through the various OMNI channel contact methods provided to customers through Webchat, Email and Telephony.  

Your day to day role will consist of the following responsibilities, you may be required to carry out further responsibilities at the company's discretion. 

• Handling a high number of incoming & outgoing calls, emails and chats 

• Listen carefully and play back your understanding of the customers issues  

• Demonstrate empathy to customers complaints 

• Take ownership of keeping the customer informed through to resolution of the reported issue 

• Use process driven troubleshooting techniques and technical expertise to resolve customer issues 

• Evaluate and work to resolve complex technical faults  

• Managing workflows from initiation through to resolution 

• Escalate issues where a solution cannot be achieved within own remit 

• Reporting to and liaising with team members and line managers 

• Evaluate and report any recurring quality issues 

• Highlight training needs we necessary  

• Report patterns and trends observed of recurring customer queries  

Customer Driven 

• Identify and assess customers’ needs to achieving and exceeding customer satisfaction 

• Build sustainable relationships and trust with customers through open and interactive communication 

• Handle customer queries, provide appropriate solutions and alternatives within the expected time frame and follow up to ensure resolution 

About you:
You will be an organised and service minded professional who thrives in problem solving orientated environments. You value clear communication and are a self-starter with the desire to perform to a high standard. You are a team player with excellent interpersonal skills. You are also:

• Results and solutions orientated

• A strong team player, who is also able to work with the minimum amount of supervision 

• Excellent with communication and interpersonal skills, with the ability to build strong relationships with adjusters and colleagues at all levels quickly and efficiently 

• Well organised

Your experience

• Working in a contact centre environment  

• Excellent communication skills – written and verbal 

• Ability to use and navigate around basic tools such ticketing, CRM, billing, webchat 

• Working at in a fact pace environment  
• Experience in the telecommunications industry would be beneficial, but not essential

We offer a competitive salary and benefits package which includes an ‘Annual Leave Buy & Sell Scheme’, in addition to a remote first working environment, allowing our employees more flexibility when it comes to the importance of a healthy work / life balance. Please be aware that the successful applicant to this role will receive an offer which is subject to the satisfactory completion of a basic level DBS check.

At Wifinity we are committed to providing a positive environment in which individuals do not encounter bullying or harassment on the basis of protected characteristics which are identified by law (including sexual harassment).We are committed to treating candidates and employees with courtesy, dignity and respect.

This advert can be available in other formats (upon request) for those who require it, please contact [email protected] for assistance.