Customer Service Executive

Key Responsibilities

Core duties and responsibilities include the following, other duties may be assigned dependent on business need:

• Our Customer Service Advisor will be the first point of contact to our customers.
• You will be handling inbound calls and managing communication from our customers.
• Resolving billing and payment enquiries.
• Providing updates regarding customer orders.
• Amending and maintaining customer accounts and products.
• Working closely with internal teams to resolve more complex cases in line with our KPI’s and SLA’s.
• Log all incoming customer service requests from existing customer base on salesforces and action accordingly
• Project co-ordinate customer jobs, ensuring all stakeholders are updated and are clear on the next steps. Manage through to completion and ensure invoicing process is followed

Qualifications/Entry Requirements

• A minimum of GCSE English and Maths at grade 5/ C, or above
• A minimum of three years’ experience in a front facing customer services role
• Strong written and verbal skills
• Exemplary attention to detail
• A high level of computer literacy (including Excel and Outlook) is essential for this role, and you must be excited at learning new products, systems and processed.
• Prior experience of working in Telecoms or IT desirable but not essential

Skills & Experience

• A calm and clear telephone manner, being comfortable talking to colleagues and customers alike
• Able to listen, empathise, understand, and explain what you’re doing.
• Excellent attention to detail
• A problem-solving mindset
• A commitment to learning and improvement on the job.
• Ability to work under pressure and meet tight deadlines.
• Computer literacy (including Excel and Outlook) is essential for this role, and you must be excited at learning new products, systems and processed.
• Ability to work independently and as part of a team
• A positive attitude and eagerness to learn.
• A good work ethic and level of professionalism and a desire to develop your skills.
• Confident in identifying and escalating complex issues to appropriate personnel for resolution.
• Handling and resolving customer complaints and concerns in a professional and courteous manner
• Following up with customers to ensure their inquiries or issues are resolved to their satisfaction.
• Provide support to projects across the business
• Maintaining customer records and updating databases with relevant information.
• Place all orders on relevant supplier within 24 hours of receipt of completed paperwork.
• Keep Customer informed at relevant intervals of the progression of their query via phone and email
• Liaise with other departments, partners and suppliers to ensure customers’ needs are met in line with agreed SLAs. Escalating orders, internally and externally if they are not meeting agreed SLAs.
• Set up new customer accounts on the system in line with defined process
• Provide cover across the business during busy periods and annual leave. Duties might include, Quoting, Customer management, invoicing, billing and contract admin.
• Work with support to ensure all IT services are ordered in a timely manner and that engineers have what is required to fulfil the customer request
• This team is in constant change, so support to the wider strategy is paramount.

About Us

UK Cloud is a leading provider of business internet, Wi-Fi, and telephony services to SMEs. We are looking for a Customer Service Executive to support our Operations Director in ensuring efficient operations and optimal customer experience.