Customer Service Advisor

Mozillion is one of the UK's fastest growing mobile operators and retailers; award-winning, featured on TV and rated 'Excellent' for service by our customers. If your customer service is also excellent, we want to hear from you.

As Customer Service Advisor at Mozillion, you'll be responsible for communicating directly with our mobile customers, ensuring they are 100% happy with every stage of our service and promptly resolving queries and problems for them as required. You'll be speaking to customers daily through various mediums of contact including live chat, help desk tickets, emails and telephone conversations.

You will be the very first point of contact if a customer requires an update on their order, needs some help with their existing mobile plan or SIM, has a query about an existing purchase, warranty or any other element of Mozillion's services - or if we need to pro-actively contact a customer with an update about their order or service. You'll also be able to answer general enquiries and questions about our products and services to help prospective customers make a purchase, passing notice of any sales enquiries through to our Sales Advisors or assisting with placing orders when required.

Here's what you'll be doing:

• Ensure all customer enquiries are processed and resolved in a timely manner within Mozillion's SLAs and customers are regularly kept up to date on all progress at all times.
• Create customer confidence, trust and happiness through professional performance and exceptional commitment to customer care.
• Convey information in a clear, accurate and concise way over the phone, email and live chat.
• Deliver an outstanding customer experience whilst handling all customer enquiries and escalating if required to Mozillion senior management.
• Ensure all business procedures, rules and regulatory compliance standards are adhered to.
• Maintain and share a high level of product, brand and Mozillion expertise.
• Update relevant internal systems to maintain an accurate and secure record of actions taken, customer records and customer contact.
• Communicate with the wider Mozillion team across customer service, sales, marketing and operations.

The successful person:

Mozillion is known for its 5-star customer service – we want to ensure every single one of our customers has a brilliant experience using our services, leaves you a 5-star review and stays with Mozillion for years to come. We're looking for an enthusiastic, self-motivated, customer-focused and detail-oriented individual, with great organisational and timekeeping skills and a good understanding of administrative processes and exceptional customer care.

Professionalism and the ability to communicate with customers and internal stakeholders effectively are essential skills, as is the ability to be both patient and precise.

You should apply if you:

• Have prior experience within a customer service or retail role (bonus points if you have experience in mobile telecoms or broadband).
• Have excellent written and verbal communications skills.
• Maintain a positive and pro-active attitude with the ability to work under pressure.
• Can efficiently use a computer, including Microsoft Office, to enter data accurately and communicate with colleagues and customers.
• Are capable of ensuring all procedures, rules and regulatory standards are achieved.
• Can work as part of a team, supporting colleagues and our business partners as necessary.
• Are comfortable multitasking and managing priorities.
• Enjoy a fast-paced working environment.

A bit about Mozillion:

Since 2021, Mozillion has been changing the way people buy and sell phones. We operate a UK mobile network with great value SIM only plans, along with mobile phone retail and marketplace divisions for buying and selling new and refurbished phones to both consumers and businesses.

Mozillion has been featured on TV on The Martin Lewis Money Show and Channel 5's Shop Smart, Save Money, along with numerous features in national press and online publications, including tech magazines.

Schedule: This is a full time, permanent role (37.5 hours a week, 5 days a week). Our usual opening hours are 8.30am - 8pm Monday-Friday, and 10am - 5pm on the weekends. You'll work variable weekly shift patterns within these hours with the rota being confirmed each month.

Location: Office based role at Mozillion, Chester, Cheshire (near Sealand Road).

Salary: £24,000 - £25,000 per year + commission opportunities.

Benefits: Employee discount on mobile phones and tablets, Employee discount on SIM only plan, 28 days holiday, plus statutory.