Mobile Customer Experience Specialist
Opus Technology, United Kingdom
Job Description
Would you like to work for Opus, one of the UK’s largest Managed Service Providers who were awarded Company of the Year and the Business Growth award at the Surrey Business Awards 2022?
Due to our impressive consistent growth and strong ambitions within the IT amp; Telecoms sector, we are currently recruiting for a Mobile Customer Experience Specialist to provide the first line response to all Mobile support requests by telephone, email, webchat, and portal.
- Salary of 25-28K
- 25 Days Holiday + UK Bank Holidays
- Optional Hybrid working
As an individual you will need to have a high level of personal motivation, a willingness to adapt in a fast-paced environment and be an effective communicator.
Additionally, you will be responsible for:
- The day-to-day management of allocated work queues
- Promoting and conducting exemplary customer satisfaction standards
- Providing first line support for all smart devices and all platforms (Android/iOS) to leverage all knowledgebase articles and individual expertise to resolve mobile incidents quickly
- Mobile cost analysis
- Strict adherence to fast paced SLAs
- Ensuring you are kept up to date on all supplier’s portals, identifying any issues that are present or may arise, effectively communicating with all suppliers
- Being competent on all mobile supplier tariff changes
- When required providing out of hours support to our customers within the Networks on call schedule.
- (The on-call schedule works on a 7 week 1 week on/6 weeks off rotation with a waiting list to join)
Other organisations may call this role Mobile Provisioning Advisor, Mobile Service Executive or Mobile Service Support Agent.
Our aim is to attract, develop and retain the industries most talented people, and we’re keen to hear from individuals that have the same values as we do and want to work in an inclusive, friendly, and supportive environment.
We are seeking a Mobile Customer Experience Specialist who is/has:
- Minimum of 6-12 months previous employment in a mobile customer service or provisioning role
- PC literate
- Moderate to strong Excel skills
- IT Microsoft office proficient with exposure to databases
- Keen eye for detail
- Strong on conflict resolution
- Strong problem-solving ability
- Excellent customer care skills, telephone manner and work ethic
- Well organized and strong on follow up as well as punctual
- Ability to communicate verbally and in writing in a professional manner
- Ability to work well in teams, self-starter, helpful and minimal supervision required
- At least 5 GCSE Grades at ‘C’ level or above to include Maths and English
- High level of personal motivation.
- Ability to communicate at all levels
- Positive attitude and behaviour, as well as trustworthy, credible and reliable nature
- Pension and Life Assurance
- Wellbeing, Financial and Legal Support
- Long service awards
- Regular evaluation and salary reviews
- Refer a friend bonus scheme - 1,000
- Staff recognition awards
- Company events summer and Christmas including social gatherings
- Friday social events
- Seasonal Surprise Deliveries
- Within walking distance of train station and town centre
- Ability to buy or sell 5 days holiday
Established in 1992, with over 110 employees, Opus is an independent, privately-owned technology provider, based in Reigate, Surrey integrating best of breed solutions, to deliver tailored, managed services to medium and large enterprises from both the private and public sector nationwide. Our world-class expertise is delivered by our internal teams, while leveraging best of breed technology partners such as Microsoft, Mitel, 8x8, Cirrus, Five9, Gamma where we have achieved platinum partner status.
We deliver an outstanding customer experience and are the only MSP to be awarded the Service Mark accreditation from the Institute of Customer Service.
Our Values
- Aim High and Think Big
- Keep Learning
- Work Together
- Respect Each Other
- Make it Personal
- Never Ever Give Up
For other opportunities please follow us on LinkedIn: https://www.linkedin.com/company/opustechnology