At a Glance
- Tasks: Support customers with broadband issues, billing queries, and provide excellent service.
- Company: Fast-growing fibre broadband provider with a supportive team culture.
- Benefits: Competitive salary, smart casual dress code, gym access, and career progression.
- Other info: 100% office-based role with excellent transport links in Altrincham.
- Why this job: Join a dynamic team and make a real difference in customer experiences.
- Qualifications: Experience in customer support, telecoms knowledge, and strong communication skills.
The predicted salary is between 26228 - 26228 £ per year.
A great opportunity for a Customer Support Advisor / Contact Centre Customer Service Agent to join this fast-growing fibre broadband provider, supporting customers with onboarding, broadband technical issues, billing queries and service delivery while providing excellent customer service and troubleshooting support.
If you've also worked in the following roles, we'd also like to hear from you:
- Call Centre Customer Service Assistant
- Technical Support Advisor
- Broadband Helpdesk Advisor
- Contact Centre Advisor
- Service Desk Advisor
SALARY: £26,228 per annum + Benefits
LOCATION: Altrincham, Greater Manchester, North West England (100% Office Based Monday to Friday)
JOB TYPE: Full-Time, Permanent
WORKING HOURS: 37.5 Hours Rota Based (Core Working Hours: Monday to Friday 8am-8pm, Every Other Weekend Saturday 10am-5pm, Sunday 10am-3pm)
JOB OVERVIEW: We have a fantastic new job opportunity for a Customer Support Advisor / Contact Centre Customer Service Agent, joining a growing team where you will support customers with queries and provide first-class service.
As a Customer Support Advisor / Contact Centre Customer Service Agent you will handle technical broadband enquiries, manage onboarding tasks and resolve issues through diagnostics, fault finding and troubleshooting.
In your role as a Customer Support Advisor / Contact Centre Customer Service Agent you will contribute to a positive customer experience by managing cases, coordinating equipment requests and ensuring service issues are resolved quickly and efficiently.
DUTIES: Your duties as the Customer Support Advisor / Contact Centre Customer Service Agent include:
- Responding to Enquiries: handling customer queries via phone, email and ticketing systems
- Technical Troubleshooting: diagnosing and resolving broadband faults, adopting a first-call resolution approach
- Managing Billing Queries: processing service credits, adjustments and payable charges
- Coordinating Equipment: arranging replacement routers or other devices and dispatching orders
- Case Managing Issues: owning complex cases and keeping customers updated
- Engineer Liaison: responding to engineer requests, troubleshooting and escalating errors
- Communications: sending SMS maintenance alerts and service updates
CANDIDATE REQUIREMENTS: A friendly, articulate communicator able to build rapport and demonstrate empathy. Experience in a customer support or contact centre / call centre environment. Telecoms experience is essential. Experience with technical troubleshooting or an interest in technology. GCSEs (or equivalent) in English and Maths. Comfortable working in a phone-based environment on a rota including weekends and Bank Holidays.
BENEFITS: Smart casual dress code, free access to gym facilities, access to a financial wellbeing platform (on successful completion of probationary period), brand new office with excellent transport links, supportive team culture, growth and career progression.
HOW TO APPLY: To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CVs of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
Customer Support Advisor / Contact Centre Customer Service Agent in Altrincham employer: AWD Online
Join a dynamic and supportive team at this fast-growing fibre broadband provider in Altrincham, where you will enjoy a smart casual dress code, free gym access, and a strong focus on employee growth and career progression. With a commitment to excellent customer service, you'll thrive in a positive work culture that values your contributions and offers opportunities for professional development in the telecoms sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Advisor / Contact Centre Customer Service Agent in Altrincham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AWD Online. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AWD Online before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Advisor / Contact Centre Customer Service Agent in Altrincham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AWD Online:Your cover letter is your chance to shine! Tell us why you want to work at AWD Online specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AWD Online!
How to prepare for a job interview at AWD Online
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
