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- Tasks: Engage with customers, providing support and information about service changes.
- Company: Join a dynamic team at a leading telecommunications company.
- Benefits: Hybrid working, competitive pay, and opportunities for career growth.
- Why this job: Make a difference by helping customers navigate their options with empathy.
- Qualifications: Experience in customer service and strong communication skills required.
- Other info: Flexible work environment with a supportive team culture.
The predicted salary is between 30000 - 42000 £ per year.
About the role
As a Technical Customer Support with expertise in Telecommunication domain. We are looking for a committed and customer-focused Customer Service Representative to manage both outbound and inbound calls within our dynamic team. This crucial role involves communicating with customers about a service we are phasing out, providing them with clear information, and assisting them in making informed decisions regarding their future options.
Tell me more, tell me more…
Our client is currently looking for a recruit in joining their current team, below are the job details for your reference:
You can also ask our friendly recruitment team for any questions you may have about the role, between 09.00am till 17.00pm Monday to Friday.
Shifts: Monday to Friday (37.5 hours)
Roles and Responsibilities:
- Identification of correct contacts to engage regarding their services with Virgin Media O2 using both internal systems and public information available.
- Proactively contact identified customer contacts by phone to inform them of service retirements and discuss their account implications.
- Handle inbound calls from customers seeking information about the changes, addressing their concerns and queries with empathy and efficiency.
- Educate customers about their choices, including terminating their contract, transferring services to another provider, or exploring new options available through our sales team.
- Facilitate a seamless transition for customers opting for new services, providing comprehensive information and support throughout the process.
- Maintain accurate records of customer interactions, ensuring all relevant information is accessible for follow-up actions.
- Work closely with sales and customer support teams to ensure consistency in communication and customer satisfaction.
- Manage customer enquiries and resolve any issues with a high level of professionalism and care.
The must haves:
- Experience in both outbound and inbound customer service environments including handling upsell opportunities.
- Excellent verbal and written communication skills, with the ability to convey information effectively and clearly.
- Superb organisational skills and the capability to handle multiple tasks simultaneously.
- A strong customer-first mentality, adept at adjusting interactions to meet varied customer needs.
- Proficient with CRM systems and other standard office software.
- Team-oriented with a positive attitude and the ability to collaborate effectively.
- Adaptable and resilient, capable of thriving in a fast-paced and changing environment.
What’s in it for you? –
Our client loves to reward their people for doing a great job.
- This is until Dec 2025 (likely to extend)
- This role provides a hybrid working access in Sheffield (Full Time in the office for the first 2-3 weeks, then 3 days per week)
Next Steps
Once you’ve applied, one of our friendly recruitment consultants will give you a call and talk you through the screening process.
If your application is successful, you’ll be involved in a live virtual interview with one of our client’s hiring managers to get to know you better.
We look forward to speaking to you!
Customer Service Representative employer: Hays
Contact Detail:
Hays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representative
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help us tailor our conversations during interviews and show that we’re genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help us feel more confident when handling those tricky questions about customer interactions during the interview.
✨Tip Number 3
Don’t forget to prepare some questions for them! Asking insightful questions shows that we’re engaged and eager to learn more about the role and the team dynamics. Plus, it gives us a chance to assess if this is the right fit for us.
✨Tip Number 4
Follow up after the interview! A quick thank-you email can go a long way in leaving a positive impression. It’s a great opportunity to reiterate our enthusiasm for the role and remind them why we’d be a fantastic addition to their team.
We think you need these skills to ace Customer Service Representative
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Representative role. Highlight your experience in both inbound and outbound customer service, and show us how you can handle those tricky conversations with empathy and clarity.
Show Off Your Communication Skills: Since this role is all about clear communication, don’t hold back! Use your written application to demonstrate your excellent verbal and written skills. Keep it professional but let your personality shine through – we want to see the real you!
Be Organised: We love a well-structured application! Make sure your CV is easy to read and that you’ve included all relevant experiences. A tidy application reflects your superb organisational skills, which are a must-have for this role.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, if you have any questions, our friendly recruitment team is just a call away during office hours!
How to prepare for a job interview at Hays
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the job description. Familiarise yourself with the responsibilities of a Customer Service Representative, especially in handling both inbound and outbound calls. This will help you tailor your answers to show how your experience aligns with what they’re looking for.
✨Practice Empathy in Your Responses
Since this role involves communicating with customers about service changes, practice responding to potential customer concerns with empathy. Think of examples from your past experiences where you successfully handled difficult situations, and be ready to share these during the interview.
✨Showcase Your Communication Skills
Excellent verbal and written communication skills are crucial for this position. During the interview, focus on articulating your thoughts clearly and concisely. You might even want to prepare a few questions to ask the interviewer, demonstrating your interest and engagement.
✨Highlight Your Team Spirit
This role requires collaboration with sales and customer support teams. Be prepared to discuss how you’ve worked effectively in a team environment in the past. Share specific examples that showcase your positive attitude and ability to adapt to different team dynamics.