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Rebel is an internet provider that provides Wi-Fi that actually works based on advanced hardware and software for residential UK households. Rebel offers residential Wi-Fi, broadband and home phone services. The world has changed, but Big Broadband haven’t. They’re too big, too stuck with outdated technology and old-fashioned attitudes to Customer needs.
It is time for a Rebellion!
At Rebel, the Customer is at the heart of everything we do. We view investment in our Customer Success team as an asset, not a cost. This is one of our key competitive advantages, and we ensure it is treated as such. We take care of our People, because they take care of our customers.
We are building out our internal Customer Success team. The Customer Success Heroes will be responsible for ensuring every Rebel Customer goes from Ordering to Activation without an issue, answering any questions that come up along the way.
We launched Rebel to revolutionise home internet in the UK. Now, we need you to help us grow.
Are you ready to join the Rebellion?
What you’ll do:
1. As the voice of Rebel, you are responsible for speaking to customers in a professional way.
2. After an order is placed, you will proactively track each step of the Customer journey until they are Live, ensuring when issues arise, they are dealt with quickly, ideally before a Customer becomes aware.
3. Answer emails and respond to calls that our Call Centre is unable to answer within expected time constraints.
4. Ensuring ownership of Customer communication and complaints that are assigned to you, from the first point of contact until resolution.
5. Working with our partners, including network (wholesale and Voice over IP) partners and warehouse fulfilment to directly solve Customer issues.
6. Working hours are 40 hours per week typically Monday to Friday, but will be required to work one weekend per month (8 hours total).
7. Our team is based in London, so you will need to be able to commute to London up to four days per week.
What you’ll need:
1. Confident communicator, both written and verbal.
2. Fast-paced, problem solver who does not stop until an issue is solved.
3. Curiosity and ability to learn quickly.
4. Empathy with the ability to make the Customer’s issues your own.
5. Self-starter who is confident to jump in and take ownership.
6. Experience with HubSpot CRM.
7. Experience in the Telecommunications or Service industry with at least a minimal understanding of how Broadband works.
It would be great if you had:
1. Experience working with Layer 3 Openreach Wholesale Partners, such as TalkTalk or BT Wholesale.
2. Some technical understanding of residential Wi-Fi & Networks, including IPv6, Wi-Fi 5/6/6e/7, Wi-Fi Radios/Channels and FTTC/FTTP network.
What you’ll love about us:
1. Make your mark on a fast-growing, disruptive brand with opportunity for personal growth.
2. Great pay with a salary of between £30,000 - £36,000pa.
3. Up to an additional 10% Annual Bonus based on agreed metrics, such as customer retention and positive reviews.
4. Flexibility with the ability to work remotely one to two days per week. Our team is based in London, so you will need to be able to commute to London up to four days per week.
If this sounds like you then we’d love to hear from you. Apply now!
Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if this job sounds interesting, we encourage you to apply as you might just be the candidate we hire. At Rebel, we're looking for genuine people who are honest and empathetic. Our people are our strongest asset, and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate based on any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.
Seniority level
Entry level
Employment type
Full-time
Industries
Technology, Information and Internet
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