Offer summary

Qualifications:

Prior experience in a fast-paced contact center environment is essential., Excellent communication and interpersonal skills are required to build strong relationships., Strong organizational skills and proficiency in basic tools like ticketing and CRM systems are necessary., A results-oriented approach with the ability to work independently is important..

Key responsibilities:

Handle a consistent volume of incoming and outgoing calls, emails, and chats with customers.

Provide excellent customer service and resolve issues in a timely manner.

Manage workflows from initiation to resolution and escalate when necessary.

Report recurring quality issues and trends in customer queries to management.

Job description

This role offers you:
Remote-based working / a salary of £25,397 per annum / additional performance related pay / 25 days holiday / private medical cover / pension / gym membership contributions / the chance to learn from and work with some highly skilled CS professionals.

This role entails:

40 hour a week shift patterns that will include 5 weekends across a seven-week rota, and that will alternate weekly between early, mids and late shifts, based on our lines being open 8am until midnight, seven days a week.
Handling a consistent volume of phone calls, email and live webchats with customers.
Providing a excellent level of customer service to all customers.

A deeper dive into the role and team:
The team's deliverables are to resolve issues and provide excellent customer focused service in a timely and professional manner. All equipment and training needed to be successful in this role will be provided.

As Wifinity’s first point of contact for our customers you will ensure that every query will be answered to the highest standard. You will be learning all about our business and what we do to efficiently resolve our customers' issues. You will take ownership of your cases and together as a team, work towards increasing our first contact resolution response.

Key focus areas on a day-to-day basis:

Handling a consistent volume of incoming & outgoing calls, emails and chats.
Listening carefully and playing back your understanding of the customers issues whilst demonstrating empathy to customers.
Using process driven troubleshooting techniques and technical expertise to resolve customer issues, whilst keeping them informed along the journey.
Managing workflows from initiation through to resolution and escalating events where a solution cannot be achieved within own remit.
Reporting to and liaising with line managers and team colleagues.
Evaluating and reporting any recurring quality issues as well as trends of recurring customer queries.

What you need to bring:

A results and solutions orientated approach combined with a strong team ethic, with the ability to work with the minimum amount of supervision.
Excellent communication and interpersonal skills, with the ability to build strong relationships, swiftly, with adjusters and colleagues at all levels.
Strong organisation skills as well as the ability to use and navigate around basic tools such ticketing, CRM, billing, and webchat.
Prior experience of working in a fast-paced contact centre environment
A strong internet connection at home, due to the remote based role.

Why choose Wifinity as an employer?
Wifinity was founded in 2007 to solve a problem—our armed forces were struggling with reliable connectivity. While living in barracks, often in remote locations, ordering a landline and booking in an engineer just wasn’t an option. And that problem isn’t exclusive to the military, either. Students living in University accommodation, families visiting holiday resorts, or living in shared accommodation and retirement communities.

Conventional home broadband doesn’t always work for them.

Wifinity is different. We offer the same benefits as traditional broadband, such as super-fast speeds, WiFi, and secure and private networks, but none of the downsides. We even offer Pay As You Go and flexible contracts, so customers only pay for what they need without hefty penalties or long contract terms.

We take the complexity out of connectivity.

We offer a remote first working environment, allowing our employees more flexibility when it comes to the importance of a healthy work / life balance. Please be aware that the successful applicant to this role will receive an offer which is subject to the satisfactory completion of employment checks. The cost of this is covered by Wifinity.

At Wifinity we pride ourselves on being an equal opportunities employer, with an inclusive culture who do not discriminate and whose hiring outcomes and commitments are based upon your talent and experience. This advert can be available in other formats (upon request) for those who require it, please contact jobs@wifinity.co.uk for assistance.

This advert can be available in other formats (upon request) for those who require it, please contact jobs@wifinity.co.uk for assistance.

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