Customer Service Advisor

Juice Personnel is working with a fantastic company in Wakefield.
Our client is a rapidly expanding expert in IT and telecommunications, offering a wide range of services, including business telephony, unified communications, contact centres, data products, and mobile solutions

This is a fantastic opportunity to join a progressive company at an exciting time of growth and be a valued member of a dynamic team.

COULD THIS BE YOU?

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The Role

Order Fulfilment
Liaise with carriers and suppliers using various portals to place customer orders
Process sales orders, ensuring accuracy based on sales quotes and supplier pricing
Coordinate new projects to ensure they run smoothly, providing regular updates to the customer via telephone, email, and web
Work with other departments to resolve any order queries
Manage all aspects of project fulfilment to customers within a suitable timeframe, including equipment ordering, delivery, and coordinating in-house and third-party engineering resources
Meet strict customer deadlines using effective foresight and planning of project timelines
Keep internal teams frequently updated regarding the status of a given order or request
Adhere to accuracy and performance-related KPIs and SLAs designed to drive excellence in the service provided to customers
Customer Service
Handle requests raised via email, phone, or web ensuring these are accurately logged in internal systems
Perform initial analysis of customer requests, capturing all relevant information
Ensure customers are frequently updated regarding the status of a given order or request
Record extensive and accurate notes on internal PSA systems
Ensure accurate and timely billing of new and additional services taken by customers
Provide support to customers promptly, as per process & within SLA, escalating internally as required
Escalate requests, working closely with other teams and suppliers to ensure seamless support & service delivery
Handle any service cancellations or returns
Take clear ownership of customer problems and manage through to resolution
Information Security
Adhere to all Group Information Security policies and procedures in all aspects of your job role, with emphasis on confidentiality, integrity, and availability of information assets
Health & Safety
Take care of your own health and safety and that of others who may be affected by your actions at work

About You

An interest and desire to work in IT and Telecoms
Outstanding organisational and administrative skills
Excellent customer service, understanding that the customer is at the forefront of everything we do
Strong relationship and rapport building
Effective communication, both verbal and written, along with keen listening
Problem-solving and ability to think outside the box to overcome issues
Quality driven, paying particular attention to detail and accuracy
Agility, resilience & patience
Experience working in a busy customer service environment
Previous experience of telecoms or other technology industry desirable

Benefits

The opportunity to join an exciting, progressive team
Great company career prospects
Friendly atmosphere and team environment
Great social events throughout the year
Free onsite parking
Free fruit and great coffee
Quarterly £300 prize draw for all staff
The day off on your birthday
Entitlements: 20 days paid holidays (exclusive of bank holidays), increasing by 1 day per full year of service (to a maximum of 5 additional days)

Frequently Asked Questions

How much will it cost for you to find me a job?

It’s an age-old myth that recruitment agencies charge candidates. Our services to candidates are completely free of charge. We offer CV writing, career advice, interview preparation (and more), and we don’t charge you a penny!
Can I register with more than one agency at a time?

Yes, absolutely, and we recommend you do so to ensure you’re getting your name out there. What we do ask is that you’re honest with both parties. Keep everyone informed of all your job activities, and there should be no issues in doing this.
Why should I register with Juice Personnel instead of just finding my own job?

Juice Personnel is a reputable recruitment agency with over 60 years of combined professional experience among our consultants. Our in-depth market knowledge is second to none, and our links with local businesses cover the whole of West Yorkshire, giving us access to hundreds of available opportunities. We will fully manage your application and can offer advice, guidance, or a friendly chat should you need us to!
I’ve applied for a vacancy online. Does this mean you’ve sent my CV to your client?

No, no and no! We pride ourselves on meeting every single candidate we work with. Any recruiters worth their salt will do the same! It’s our professional duty to ensure that we match the right people to the right business, and there is no way we can do this without meeting you first. We also NEVER send your details anywhere without getting your consent first.
I’ve sent my CV to you and haven’t heard anything. Why is this?

We receive hundreds of CVs daily, so it’s physically impossible to reply to every candidate. We reach out to as many people as possible, but we state in our adverts that if we haven’t contacted you within 48 hours, you can assume your CV wasn’t shortlisted. If in doubt – pick up the phone. We’re always happy to talk about recruitment.