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- Tasks: Assist customers with technical queries and ensure swift resolution.
- Company: Join Flotek, a fast-growing tech company known for its supportive culture and 5-star rating.
- Benefits: Enjoy profit sharing and a fantastic working environment.
- Why this job: Be part of a team that values empathy and accountability while delivering world-class service.
- Qualifications: Strong communication skills and customer service experience are essential; IT interest is a plus.
- Other info: Candidates must reside in the UK; no sponsorship available.
The predicted salary is between 22000 - 30000 £ per year.
Location: Pencoed, Wales, UK
Salary: £26,000 per annum
Job Type: Full time, Permanent
Work Location: In office
About Flotek:
Flotek Group is a fast-growing Tech Company providing IT and Comms technology to a range of businesses. With regional sales and support locations across the UK, our ambitious growth is focused on our crucial values and fundamental rules, with every product and service delivered with expertise, passion and heart. Flotek are a 5-star rated company. They value their staff and offer a fantastic working environment and culture.
About the Role:
We are looking for an enthusiastic customer service-focused individual with contact centre background, preferably with some experience within the IT/Telecoms sector or a Helpdesk role. You will be responsible for taking inbound calls from customers who require technical assistance and immediately triaging their calls. You will gather details and ensure the technicians available have good details from which to resolve the customer's query.
Job Responsibilities:
- Answering the phone to inbound calls from customers quickly in a polite, friendly, and professional manner.
- Demonstrate accountability and empathy, and understand the customer's query to assess impact and urgency.
- Asking relevant questions to help determine the customer's needs.
- Log clear and detailed tickets to ensure technicians can get to work straight away on customer queries.
- Attempt basic troubleshooting where appropriate, while managing call queues and ticket volumes.
- Setting expectations for the customer as to when their query will be reviewed and resolved.
- Ensuring the customer is kept updated where issues require ongoing attention.
- Escalating matters of an urgent nature to the relevant IT and Telecoms specialists.
- Communicate clearly and effectively with customers, colleagues, and management to ensure customer satisfaction.
- Identify opportunities to improve customer service processes with the objective to deliver World Class Service.
About you:
Job Experience Required:
- Have strong verbal and written communication.
- Customer service experience is essential, ideally from a contact centre background with an interest in IT and Telecoms.
- Comfortable using CRMs to log customer queries in a detailed manner.
- The ability to work quickly, calmly and accurately under pressure.
- Keep high standards of customer service at all times while responding to high call volumes.
Renumeration and Benefits:
- Profit Sharing
Please Note: Due to the nature of the role, the company will not be able to offer sponsorship or relocation assistance so candidates must already reside in the UK.
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the experience or relevant job titles of; Customer Services Executive, Customer Service Representative, Customer Service Consultant, Customer Service Administrator, Customer Support Advisor, Customer Services Officer, Client Services Support, Client Support Agent, Helpdesk Agent, IT Customer Support, Telecoms Support, may also be considered for this role.
Customer Support Advisor employer: Flotek Group Limited
Contact Detail:
Flotek Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Advisor
✨Tip Number 1
Familiarise yourself with common IT and telecoms terminology. Understanding the basics will help you communicate effectively with customers and demonstrate your interest in the sector during the interview.
✨Tip Number 2
Practice active listening skills. In a customer support role, being able to listen carefully to customer queries is crucial. This will not only help you triage calls better but also show your potential employer that you value customer satisfaction.
✨Tip Number 3
Prepare for situational questions by thinking of examples from your past experiences where you successfully handled difficult customer interactions. This will showcase your problem-solving skills and ability to remain calm under pressure.
✨Tip Number 4
Research Flotek Group and their values. Understanding their mission and culture will allow you to tailor your responses in the interview, demonstrating that you are a good fit for their team.
We think you need these skills to ace Customer Support Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially from a contact centre or IT/Telecoms background. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific experiences that showcase your communication skills and ability to handle customer queries effectively.
Showcase Relevant Skills: Emphasise your strong verbal and written communication skills, as well as your experience with CRMs. Provide examples of how you've maintained high standards of customer service under pressure.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Flotek Group Limited
✨Show Your Customer Service Skills
Be prepared to discuss your previous customer service experience. Highlight specific examples where you demonstrated empathy, accountability, and effective communication, as these are crucial for the role.
✨Familiarise Yourself with IT and Telecoms
Since the role involves technical assistance, brush up on basic IT and telecom concepts. This will help you feel more confident when discussing potential customer queries during the interview.
✨Practice Active Listening
During the interview, practice active listening by summarising what the interviewer says before responding. This shows that you value their input and understand the importance of clear communication in customer support.
✨Prepare for Scenario Questions
Expect scenario-based questions where you may need to demonstrate how you would handle specific customer situations. Think of examples from your past experiences that showcase your problem-solving skills and ability to manage high-pressure situations.
