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For Companies At a Glance
- Tasks: Deliver exceptional service to mobile customers and resolve issues efficiently.
- Company: Join ARO, a leading IT and communication expert with a fun, collaborative culture.
- Benefits: Enjoy competitive salary, hybrid working, private medical insurance, and 25 days holiday.
- Why this job: Make a real impact on customer satisfaction while developing your skills in a dynamic environment.
- Qualifications: Customer-facing experience and strong problem-solving skills are essential.
- Other info: Be part of an award-winning workplace focused on employee wellbeing and growth.
The predicted salary is between 19800 - 20400 £ per year.
Location: Farnborough/Hybrid
Salary: £23,875 - £24,500 BOE
Contract type: Permanent
About your role
We are currently looking for 2 Mobile Support Advisors to join our Support team in Farnborough. In this role, you will deliver exceptional service to our mobile customers, ensuring every interaction meets the highest standards of accuracy and professionalism. You will provide comprehensive support and resolve issues in line with agreed SLAs, making a real impact on customer satisfaction.
Please note that this role is hybrid based in our Farnborough office. You will be required to work on site 3 days a week which is usually Tuesday-Thursday alongside the team.
What you will do:
- Support customers alongside the Mobile Support team via calls and cases
- Own and manage customer tickets in the ARO database, ensuring SLA compliance
- Prepare quotes, process hardware and customer orders, manage stock, and handle billing charges
- Liaise with third-party suppliers and internal teams to ensure timely delivery, updates, and resolutions
- Provide product, network, and troubleshooting support, routing tickets to the appropriate teams
- Maintain accurate customer documentation and database records
- Prioritise and manage workload, including weekly/monthly individual tasks
- Assist management with escalations, sensitive issues, reporting, and general workload
- Attend and contribute to weekly and monthly meetings
- Build strong working relationships across teams to deliver exceptional customer account management
One of the roles will have more responsibility supporting our VIP customers and will be working on the following as an addition:
- Support customers alongside the Mobile Support team via calls, emails, and tickets, including dedicated support for VIP customers
- Own and manage customer tickets in the ARO database, ensuring SLA compliance and prioritisation of VIP accounts
- Act as a key point of contact for VIP customers, providing proactive updates and high-touch service
Requirements
What we are looking for:
- Experience working within a customer facing role
- Previously worked in a role having to problem solve and learn products and processes within a timely manner
- High level of attention to detail
- Experience working in a fast paced environment
- Understanding/working knowledge of Microsoft Office
- Excellent communication skills
Desirable:
- Previous experience working in an MSP/Similar role
Benefits
We offer a wide range of benefits and incentives to our employees including:
- Company Pension Scheme and matching contributions
- Company Perks portal
- Private Medical insurance
- Life assurance
- 25 days holiday plus bank holidays plus holiday trading
- Your Birthday off, on us
- Health Club and Wellbeing Scheme
- ARO Shares after 12 months employment
- Employee Assistance Programme
- Technical Training Academy and E-learning
- Hybrid working
If even 80% of this matches your experience and attributes, we would be delighted to hear from you.
Mobile Support Advisor in Farnborough employer: ARO
Contact Detail:
ARO Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Mobile Support Advisor in Farnborough
✨Tip Number 1
Get to know the company culture! Before your interview, check out ARO's social media and website. Understanding their values and vibe will help you connect better during your chat.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. This will boost your confidence and help you articulate your experience clearly.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past roles where you tackled challenges head-on. ARO loves candidates who can think on their feet and deliver solutions.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s just good manners!
We think you need these skills to ace Mobile Support Advisor in Farnborough
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Mobile Support Advisor role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can bring value to our team!
Show Off Your Problem-Solving Skills: In your application, share examples of how you've tackled challenges in previous roles. We love candidates who can think on their feet and resolve issues efficiently, so let us know how you've done this before!
Be Professional Yet Personable: While we appreciate professionalism, don’t be afraid to let your personality shine through in your application. We’re looking for someone who can connect with our customers, so a friendly tone can go a long way!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at ARO
✨Know Your Stuff
Make sure you understand the role of a Mobile Support Advisor inside out. Familiarise yourself with common mobile issues, troubleshooting techniques, and the tools you'll be using, like the ARO database. This will help you answer questions confidently and show that you're ready to hit the ground running.
✨Showcase Your Customer Service Skills
Since this role is all about delivering exceptional service, prepare examples from your past experiences where you've gone above and beyond for customers. Think about how you resolved issues or improved customer satisfaction, as these stories will resonate well with the interviewers.
✨Practice Problem-Solving Scenarios
Expect to face some situational questions during the interview. Brush up on your problem-solving skills by thinking through potential scenarios you might encounter as a Mobile Support Advisor. Practising how you'd handle these situations will demonstrate your ability to think on your feet.
✨Be Ready to Discuss Teamwork
Collaboration is key in this role, especially when liaising with third-party suppliers and internal teams. Prepare to discuss how you've successfully worked in teams before, highlighting your communication skills and how you build strong working relationships. This will show that you're a team player who can contribute positively to the company culture.
