Job Summary
To provide guidance and support to our residential customers and deliver a superb service.  Maintain professional standards and development and optimise opportunities for promoting the Phone Co-operative values and principles whilst providing high quality information and support to our customers. 
Key Responsibilities
 • To handle telephone, email and postal enquiries from existing and potential customers in a professional but friendly way ensuring customer needs are met.
Understand customer needs and identify where customers could benefit from additional products and up-sell accordingly.
To identify and rectify faults, liaising with our suppliers and other department members.
Process customer orders for telephone lines, broadband and mobiles efficiently and accurately.
Ensure effective and timely communication is maintained with the customer throughout the order delivery process.
Identify customer delivery issues during the provisioning cycle and escalate appropriately.
To maintain up-to-date and accurate customer information.
To provide support to our customers via the Live Chat service on our website.
Identify customer delivery issues during the provisioning cycle and resolve in a timely manner.
Person Specification
 • To be successful in this role you will need strong interpersonal skills, skills in dealing with customers' queries and a genuine commitment to improving the customer experience. 
A professional telephone manner and a willingness to work flexibly within the team are essential.
GCSE Grade A-C English & Maths
Excellent communication skills - both written and verbal
 

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