Nano Fibre UK are looking for a new Customer Services administrator to work closely with our Customer Liaison Officer and our team of coordinators to support us as we scale. We are a fast growing company who are committed to offering the best service to our customers from our fibre broadband engineers throughout the UK. We are looking for an enthusiastic and self-driven individual to be the support to our customer service operations, provide essential support to our team members and ensure that our customer service delivery is running smoothly.
Key duties and responsibilities:
* Provide vital administrative support to our Customer Liaison Officer and our coordinators.
* Respond promptly and professionally to customer inquiries and complaints via phone, email, and other communication channels
* Track customer complaints accurately, verifying details, coordinating with relevant departments
* Liaise with engineers, supervisors and management to ensure issues/incidents are investigated and reported accurately.
* Offer pragmatic solutions to issues and incidents.
* Liaise with contractors to ensure completion of incident recovery.
* Provide administrative support to the operations team
* Ensure invoicing is carried out correctly to make payments due to contractors.
* Collaborate with internal teams to resolve customer issues
* Ensure accurate and up-to-date information is available to customers and team members
* Prioritise and manage multiple tasks efficiently in a fast-paced environment
* Maintain a professionalism and positive rapport with customers at all times
Qualifications and Experience:
* 1+ years of administration experience
* Advanced Microsoft Office (Word, Excel, PowerPoint, SharePoint) skills
* Confident and proficient with customers
* Previous experience in a Customer Services environment
Key skills & attributes:
* Excellent written and verbal communication skills
* Excellent people skills and telephone manner
* The ability to work using your own initiative and within a team environment
* Ability to handle difficult conversations and objections and offer pragmatic solutions
* Detail oriented and analytical
* Thrives in a multi-tasking environment and can adjust priorities on-the-fly