Customer Service Advisor Remote
Job description
About us:
Wifinity was founded in 2007 to solve a problem—our armed forces were struggling with reliable connectivity. While living in barracks, often in remote locations, ordering a landline and booking in an engineer just wasn’t an option.
And that problem isn’t exclusive to the military, either. Students living in University accommodation, families visiting holiday resorts, or living in shared accommodation and retirement communities.
Conventional home broadband doesn’t always work for them.
Wifinity is different. We offer the same benefits as traditional broadband, such as super-fast speeds, WiFi, and secure and private networks, but none of the downsides. We even offer Pay As You Go and flexible contracts, so customers only pay for what they need without hefty penalties or long contract terms.
We take the complexity out of connectivity.
Remote First:
We work from home but always work together as a team.
The opportunity:
We are looking for a contact centre agent to join our Customer Service Team. This is a fully remote based role; all equipment and training will be provided.
In this role you will be delivering great customer service through phone calls, emails and live chat. The team's deliverables are to resolve issues and provide excellent customer focused service in a timely and professional manner.
As Wifinity’s first point of contact for our customers you will ensure that every query will be answered to the highest standard. You will be learning all about our business and what we do to efficiently resolve our customers' issues. You will take ownership of your cases and together as a team, work towards increasing our first contact resolution response.
Key focus areas on a day-to-day basis:
- Handling a consistent volume of incoming & outgoing calls, emails and chats.
- Listening carefully and playing back your understanding of the customers issues
- Demonstrating empathy to customers complaints
- Keeping customers informed throughout to the point of issue resolution
- Using process driven troubleshooting techniques and technical expertise to resolve customer issues
- Evaluating and working to resolve complex technical faults
- Managing workflows from initiation through to resolution
- Escalating events where a solution cannot be achieved within own remit
- Reporting to and liaising with line managers and team colleagues
- Evaluating and reporting any recurring quality issues as well as trends of recurring customer queries
- Highlighting training needs when necessary
What you need to bring:
You will be an organised and service minded professional who thrives in problem solving orientated environments. You value clear communication and are a self-starter with the desire to perform to a high standard. You are a team player with excellent interpersonal skills. You will also have:
- A results and solutions orientated approach
- A strong team ethic, with the ability to work with the minimum amount of supervision
- Excellent communication and interpersonal skills, with the ability to build strong relationships, swiftly, with adjusters and colleagues at all levels
- Strong organisation skills as well as excellent communication skills, both written and verbal
- Ability to use and navigate around basic tools such ticketing, CRM, billing, webchat
- Due to the role being remote, you will also need to have a strong internet connection at home.
Your key experiences:
- Prior experience of working in a contact centre environment
- Previous work based exposure to a fast paced environment
Salary and Incentive:
Base Salary: £24,856 per annum for London Based candidates or £22,672 per annum for workers outside of London.
Incentive: Performance related pay aligned with quality and efficiency paying up to an additional 15% on salary based on contacts per hour.
We offer a competitive salary and benefits package which includes an ‘Annual Leave Buy & Sell Scheme’, in addition to a remote first working environment, allowing our employees more flexibility when it comes to the importance of a healthy work / life balance. Please be aware that the successful applicant to this role will receive an offer which is subject to the satisfactory completion of a basic level DBS check.
At Wifinity we pride ourselves on being an equal opportunities employer, with an inclusive culture who do not discriminate and whose hiring outcomes and commitments are based upon your talent and experience.
Job Types: Full-time, Permanent
Salary: From £22,672.00 per year
Benefits:
- Company pension
- Gym membership
- Private medical insurance
- Referral programme
- Wellness programme
- Work from home
Schedule:
- Day shift
- Monday to Friday
- Night shift
- Weekend availability
Supplemental pay types:
- Performance bonus
Work Location: Remote
Expected start date: 24/04/2023
