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- Tasks: Help customers cancel services while ensuring a smooth offboarding process.
- Company: Wavenet is a dynamic telecommunications provider focused on customer satisfaction.
- Benefits: Enjoy hybrid work, generous leave, private medical coverage, and wellbeing programs.
- Why this job: Join a supportive team that values your input and offers growth opportunities.
- Qualifications: Customer service experience and strong communication skills are essential.
- Other info: Ideal for those eager to learn in a fast-paced environment.
The predicted salary is between 21600 - 36000 ÂŁ per year.
Job Description
Summary and purpose of the Job :
The team of Offboarding Advisors have a crucial role to the success of the overall business. They are the team who liaise with customers who want to cancel their services with Wavenet; this could be due to upgrading to new services with Wavenet, or that they have closed their business, or they are migrating to a new telecom’s provider. It is the Offboarding team who liaise with the customer and internal colleagues to ensure we have everything we require to proceed, or they may discuss with the customer to hopefully retain their business.
The extent of your duties will include but are not limited to :
- Managing cease request from customer or other internal departments.
- Calculating any early termination fees using an internal database and advising customers of the contractual obligations of ceasing services.
- Liaising with third‑party suppliers to agree termination dates of service.
- Ensuring that termination of services takes place on the agreed date.
- Advising the Billing Team to stop charges in relation to ceased services from the agreed date.
- Advising third‑party suppliers to stop services billed to Wavenet to ensure revenue protection.
- Resolving any ceasing queries with customers and or third parties either on the telephone or by email.
- Chasing third‑party suppliers for updates on ceases.
- Working with internal departments to retain customers and to stop services ceasing.
- Scanning and updating legacy paper documents to digital contracts.
- Updating of customer contract database as and when services change.
Qualifications
The successful candidate will have :
- Customer Service experience preferably from working in a call centre environment.
- A customer focus and a strong \’can do’ attitude.
- A team player and the ability to work with people of all working styles, backgrounds, experience, etc.
- Experience of responding to customer emails demonstrating excellent written communication skills and attention to detail.
- Excellent influencing and interpersonal skills with the ability to communicate at all levels.
- Proficiency with the Microsoft Office Suite (Outlook, PowerPoint, Word, Excel).
- A good understanding of web browsers and databases with the ability to understand IT technical terminology.
- Ability to prioritise and handle multiple assignments at any given time while also serving as a \”go to\” for all members of a large team.
- Ability to complete complex tasks and projects quickly, react with appropriate urgency to situations that require a quick turnaround.
- Must be flexible and able to commit the time required to get the job done in line with business needs.
- Highly organised with excellent time management skills and attention to detail.
- Eagerness to learn and develop and willing to go the extra mile.
- Reliable and approachable.
- Previous experience in telecommunications ISP / Support is desirable
Additional Information
At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in‑house Wellbeing Team.
We believe in a strong work‑life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer :
- Hybrid Working : Flexibility matters. Our hybrid model lets you choose a blend of home and office‑based working, so work fits seamlessly with your life.
- Annual Leave : Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
- Health & Wellbeing : Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.
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Offboarding Specialist employer: Daisy Corporate Services Trading Limited
Contact Detail:
Daisy Corporate Services Trading Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Offboarding Specialist
✨Tip Number 1
Familiarise yourself with the telecommunications industry, especially regarding customer offboarding processes. Understanding common reasons for service cancellations and how to address them can give you an edge during interviews.
✨Tip Number 2
Highlight your customer service experience, particularly in call centre environments. Be prepared to share specific examples of how you've successfully managed customer queries or resolved issues in the past.
✨Tip Number 3
Demonstrate your ability to work collaboratively with diverse teams. Think of instances where you've worked with different departments or external suppliers to achieve a common goal, as this is crucial for the Offboarding Specialist role.
✨Tip Number 4
Showcase your organisational skills and ability to handle multiple tasks efficiently. Prepare to discuss how you prioritise your workload and manage time effectively, especially in high-pressure situations.
We think you need these skills to ace Offboarding Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service experience, especially in a call centre environment. Emphasise skills like written communication, attention to detail, and teamwork.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the Offboarding Specialist role. Mention specific experiences that demonstrate your ability to handle customer queries and resolve issues effectively.
Showcase Relevant Skills: Highlight your proficiency in Microsoft Office applications and any experience you have in telecommunications or ISP support. This will show that you are well-prepared for the tasks outlined in the job description.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, as well as ensuring that all information is clear and concise.
How to prepare for a job interview at Daisy Corporate Services Trading Limited
✨Showcase Your Customer Service Skills
Since the role of an Offboarding Specialist heavily relies on customer service, be prepared to share specific examples from your past experiences. Highlight situations where you successfully resolved customer issues or retained clients, demonstrating your ability to handle difficult conversations with a positive attitude.
✨Demonstrate Attention to Detail
This position requires managing contracts and calculating fees accurately. During the interview, mention instances where your attention to detail made a significant difference in your work. You could discuss how you ensured accuracy in documentation or how you handled complex tasks efficiently.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to manage multiple tasks. Prepare for scenarios related to customer cancellations and how you would approach retaining a customer. Practising these responses can help you articulate your thought process clearly during the interview.
✨Research the Company Culture
Understanding Wavenet's values and work environment is crucial. Familiarise yourself with their commitment to customer service and employee wellbeing. This knowledge will allow you to tailor your answers to align with their culture, showing that you are a good fit for the team.
