Customer Service & Sales Specialist
Job description
Customer Service and Sales Specialist – Accenture, on behalf of Virgin Media 02
Career Level: 12
Location: Newcastle – Cobalt Business Park NE27
Hybrid working: 50% office, 50% home working (after completion of up to 10 weeks office based training)
This requires shift working: 7.5 hours a day, 5 days a week. Shift patterns range from 8am - 8pm. Weekend and bank holiday shifts will also be required on a rotational basis
Start date: 11th October
Accenture UKI are delivering a dynamic customer service on behalf of Virgin Media O2. If you’re passionate, driven and committed to providing a first-class customer experience then we’d like to hear from you.
At Accenture, we care deeply about what we do and the impact we have with our clients and and communities. At the very heart of this are our people who are diverse, innovative, and committed to delivering excellence.
At Accenture we build careers. We have mentors, career counsellors and buddies who are all there to support your growth and development. This is a great opportunity to work for a company where you are encouraged to bring your best self to work every day and be part of a positive and dynamic team!
As well as a competitive salary, we offer a variety of excellent benefits including (but not limited to!):
25 days annual leave plus bank holiday entitlement
Onsite restaurant
Staff discounts on Virgin Media packages
Three days paid leave per year for charitable work of your choice
A variety of Health and Wellbeing benefits including individual private medical cover, access to app-based fitness classes and discounts at a range of gyms
Employee discounts
Excellent employee referral programme with generous bonus payments for introductions
Excellent Pension scheme
The
Your primary responsibility will be to provide excellent customer service to Virgin Media O2’s customer base via inbound telephone calls. This will include:
Dealing with faults and customer enquiries and tracking resolutions.
Resolving customer issues, requests, and queries as well as providing first touch troubleshooting on customer Broadband, TV, Mobile and Landline Phone faults, including connectivity issues.
Upselling, cross-selling and customer retention. Proactively making tailored recommendations to all customers on products, packages and services to complement their lifestyle needs and generate additional revenue.
Complaint and objection handling
Bring your best self to work, promote a positive attitude and a high level of professionalism through attendance, metric performance and interaction with peers and customers.
We are looking for experience in a contact centre or experience in a customer facing role within the telecoms industry. As well as this, we are looking for people who are:
Excellent communicators
Resilient with the ability to work well under pressure.
Adaptable to changeable working schedule and environment.
Receptive to learning, using and navigating multiple client specific programs and tools.
Sales experience would be beneficial but is not essential as training will be provided
About Accenture:
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centres. Our 674,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners, and communities. Visit us at accenture.com.
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion, or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law.
