Vacancy: Customer Service Advocate (Maternity Cover FTC August 2025)
Company: Wireless Logic Ltd
Vacancy No: VN327
Employment Type: Fixed Term Contract
Country: United Kingdom (Great Britain)
Role Overview:
As a Customer Service Advocate, you’re the heart of the Customer Engagement Team! Your mission: to connect with customers, solve problems, and ensure top-tier service. You’ll be at the front line, guiding customers through their SIM and hardware troubles, and creating lasting relationships along the way.
Your Daily Quest:
1. 1st Line Support: Diagnose and resolve issues with SIMs & hardware.
2. Collaborate & Connect: Work with networks and use Zendesk, SIMPro, and chat tools to manage and resolve queries.
3. Customer Champion: Advocate the use of the SIMPro self-serve portal and create effective solutions!
4. Troubleshooting Wiz: Help customers navigate issues with troubleshooting, password resets, and system diagnostics.
5. Continuous Improvement: Identify, create, and implement ways to improve customer care.
6. Data Driven: Use reporting tools like Zendesk, PowerBI, Salesforce, and SIMPro to make proactive, fact-based decisions.
7. Support Your Team: Help with platform readiness, training, and more!
8. Onboarding & Training: Assist with smooth customer onboarding and host platform training sessions.
Secondary Focus:
1. Customer Complaints: Address issues with new accounts and service reviews.
2. Operational Support: Ensure the IoT SIM provisioning system is accurate and up-to-date.
3. Customer Care: Manage relationships, ensure customer satisfaction, and deliver excellent service at every touchpoint.
The Secret Sauce:
1. Communication: Your ability to engage with customers and colleagues is key.
2. Attention to Detail: Stay organized and deliver exceptional service.
3. Problem Solver: Tackle challenges head-on in a fast-paced environment.
4. Tech-Savvy: Experience with tools like Excel, PowerPoint, and Zendesk is a plus!
5. Customer Focused: With a minimum of 2 years’ experience in customer service or success, you understand complex processes and are ready to make an impact.
What Will Make You Shine At Wireless Logic:
1. Proactive & Enthusiastic: Approach challenges with a positive and logical mindset!
2. Collaborative Spirit: Share your knowledge, learn from others, and be a team player.
3. Data-Driven: Use your analytical skills to uncover insights and drive improvements.
4. Customer Obsessed: Always go the extra mile to exceed customer expectations and business needs.
Benefits Of Being Part Of The Team:
* 25 days holiday
* Buy up to 5 days additional holiday
* Birthday Day off
* Enhanced Maternity/Paternity Leave
* Group Company Pension Scheme
* Private Medical Insurance
* Discounted Gym membership at over 3000 Gyms
* Dental cover
* Optical cover
* Company Sick Pay Scheme
* Cycle to work scheme
* Onsite parking
* Onsite gym
* Access to a variety of online discounts on major retailers
* Employee assistance program
Ok, I'm Interested, What’s Next?
Thank you so much for your interest in Wireless Logic Group, we appreciate the time and emotion that goes into an application.
We will review all applications within five working days and be in touch with those who have been shortlisted to the next stage.
If you require reasonable accommodation during the application and selection process, please let us know. We will work together to best meet your needs.
How we work?
We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home.
Wireless Logic unites and brings people together. We accomplish this when we lead with a lens of diversity, equity, and inclusion in everything we do. #J-18808-Ljbffr