At a Glance
- Tasks: Deliver exceptional customer experiences and provide tailored solutions to enquiries.
- Company: Join Wildanet, a growing internet provider with a focus on customer satisfaction.
- Benefits: Enjoy flexible working, training opportunities, and generous holiday packages.
- Other info: Work in a supportive team with opportunities for career growth and development.
- Why this job: Make a real difference in customers' lives while developing your skills in a dynamic environment.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 25000 - 32000 £ per year.
Role
Purpose: As a Customer Care Agent and a key member of the customer care function, you will play a key role in ensuring that Wildanet offers an excellent customer experience that anticipates and addresses the customer’s need and eliminates the need to contact Wildanet for help and support.
- Main Responsibilities
- The Customer Care Agent is responsible for delivering a best-in-class customer experience to our residential and business customers before and after installation.
Wildanet Customer Care Agents provide polite, professional, and empathetic customer experiences to those who make any type of enquiry.
- Customer Care Agents should have a good understanding of all Wildanet product & services, as well as strong communication skills, to provide personalised solutions.
- Key Activities
While duties and responsibilities will vary, they typically include
- Understand, respond to and address the needs of customers contacting Wildanet and provide appropriate solutions to the customer’s needs using initiative and with empathy
- Manage new and rearrange existing installation appointments effectively and efficiently to provide an excellent customer experience, balancing the preferences of the customer with the operational needs of the business
- Proactively identify improvements to the customer’s specific issue as well as to the overall customer experience
- Maintain accurate records and data across Wildanet’s systems
- Facilitate customer feedback and reviews to support and improve Wildanet’s reputation
- Undertake tasks effectively and efficiently, meeting Wildanet’s targets for productivity, service level and the ‘cost to serve’ each customer.
Essential Person Specification
Knowledge
- Microsoft Office suite and CRM systems
- Knowledge of customer call systems & diagnostic tools
- Basic knowledge of internet packages and service offerings
- Understanding of the challenges faced by the customer
- Telecomms industry knowledge (desirable)
- Alt net industry knowledge (desirable)
- VOIP systems (desirable)
Skills/Attributes
- Strong communication and interpersonal skills
- Passionate about customer experience, with a desire to exceed all customer service targets.
- Excellent attention to detail and the ability to multi-task and prioritise tasks
- Self-motivated, ambitious, proactive and possessing a strong customer focus.
- Thrives in a fast-paced environment and works well under pressure
- Willingness to learn and develop in-depth knowledge on products and service offerings.
- Ability to generate insight reports and presentations for team members, peers and senior management.
- Adaptable to changing business needs.
- High level of resilience.
- Ability to think creatively
Experience
- Experience of working in a customer service position within a fast-paced and dynamic business environment
- Experience of working in a call centre environment managing inbound calls, outbound calls and contacts made via email, live chat and other digital streams
Qualifications
- Good level of education, including literacy and numeracy skills
Circumstances
- The working hours are 37.5 hours a week between the hours of 8am – 8pm on a shift rotation, there is an expectation to work 1 Saturday a month on a rota basis, with a day off in the week in lieu.
- During peak periods, some unsocial hours and weekends may be required to support our customers as required.
- The role is based at our head office in Liskeard for a minimum of 3 days a week, a maximum of 2 days a week hybrid.
Benefits
- Company Pension
- Employee Assistance Programme for you and your family
- Eyecare Vouchers
- Flexible Working
- Bespoke Training & Development Plan
- Spontaneous Awards
- Enhanced Sick, Family leave and Statutory Leave
- Flu Jabs
- Death in Service Benefit
- Paid leave for charity support
- Complimentary tea and coffee in the office
- Attractive holiday package
- Free Broadband (after probation has been passed)
- Access to generous discounts on Wildanet Rewards & Recognition Hub
Equality of opportunity and inclusivity is fundamental to the vision and values of Wildanet.
The principles of equality and diversity are at the heart of Wildanet's work and are supported by appropriate employment policies, procedures and good practice.
Wildanet is a thriving and growing internet provider bringing superfast and super-reliable service to homes and businesses throughout the region.
Our aim is to attract, develop and retain colleagues with a unique combination of local knowledge and technical expertise who put the customer at the heart of the business.
Wildanet, building careers from the Southwest to anywhere.
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Customer Care Agent in Liskeard employer: Wildanet Limited
Wildanet is an exceptional employer located in Liskeard, offering a vibrant work culture that prioritises employee growth and development. With a strong focus on customer experience, employees benefit from comprehensive training, flexible working arrangements, and a supportive environment that values diversity and inclusivity. The company also provides attractive perks such as a generous holiday package, employee assistance programmes, and opportunities for spontaneous awards, making it a rewarding place to build a career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Agent in Liskeard
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wildanet Limited. 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 Wildanet Limited 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 Care Agent in Liskeard
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 Wildanet Limited:Your cover letter is your chance to shine! Tell us why you want to work at Wildanet Limited 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 Wildanet Limited!
How to prepare for a job interview at Wildanet Limited
✨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.
