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Our Business Customer Service Representatives are required to deliver excellence in customer service through direct interaction with business customers throughout their lifecycle by responding to customer enquiries in a timely professional manner and through proactive contact and customer management.

You will be required to achieve quality and activity targets which contribute to the overall achievement of customer and business key performance indicators.

Shifts will be Monday – Friday working on rotation between the hours of 8am – 6pm

• Respond to incoming customer calls & emails in a timely and professional manner, within agreed service levels making pro-active calls where needed.
• Complete customer requests for new/additional services according to business rules and processes, within defined service levels and accuracy targets, to ‘get it right first time’ demonstrating ownership and accountability in order to avoid repeat calls/follow up/corrective actions and billing accuracy targets.
• Achieve personal targets for activity volumes, schedule adherence, call work/hold, adherence to process and business rules and personal attendance to contribute to team business efficiency targets.
• Utilising customer and internal reporting and data, and analysing that data to produce responses or to support in resolving queries.
• When requested, engage with key stakeholders over the phone, via e-mail or face to face. Building and developing relationships with these customers and partners.
• Review and evolve internal processes and procedures with Ops manager support.
• Flexibility to cross train and support with other complexities in the wider business area.

What we are looking for

• Knowledge of EE products, services, tariffs, processes and business rules.
• Computer literacy and previous use of contact centre technology.
• Excellent communication skills.
• Specialist knowledge in specific areas such as technical, billing, contract, processes preferred.
• Negotiations skills for dispute resolution.

• Salary of £ 22,011
• 25 days’ holiday
• Discount on your personal EE mobile phone package
• 30% Friends and Family discount from day one (conditions apply)
• Discounted EE TV and broadband packages
• World-class training and development opportunities
• Share option and pension scheme programmes
• Flexible benefits to fit around you