Customer Service Advisor

Liverpool, Merseyside
Curveball Solutions

Customer Service Advisor

Location: Liverpool L33, Office Based only.Salary: £19K – £23K per annum, DOEContract: Full time, permanent.

Customer Service Advisor – About the role

This is a great opportunity to join our existing team within a well-established and reputable MSP based in Liverpool, Merseyside.

The Service Desk is the first point of contact within Curveball Solutions for all clients and partners. You will be responsible for logging, classifying and triaging all inbound telephone calls and email communication from a client, providing the initial diagnosis and first fix where possible through to escalation to the Technical Support/Incident Team in the event of an incident within defined company SLA’s.

You will be expected to provide regular updates to a client throughout the progress their orders or service request. If service levels will not be or are not likely to be met the Service Desk will be required to follow the appropriate escalation process.

Customer Service Advisor – Main Responsibilities

• The Service Desk is responsible for the processing and fulfilment of orders as well as in-life service requests for Mobile, Fixed and Utility services.
• Provide first line support to clients by telephone and email across all products and services, following defined service desk processes and procedures.
• Be understanding of client requests; answering questions; offering support.
• Client service change requests and Queries – Carry out all necessary works relating to client changes requests and queries (e.g. In-contract changes, Sim swaps, user name, bolt – on, product tariff changes, service regrades).
• Manage and update company systems
• Proposal and Contract Generation- Provide Sales consultants with pricing and assistance.
• Team Work – Work in partnership with the sales team to support company sales objectives.
• Provide Support to Sales Team members when out of the office for appointment bookings, opportunity updates, building/amending a quote and contracts – have removed updating appointments
• Updates product knowledge by participating in educational opportunities and attending training as required.
• Establish and maintain strong working relationships with business suppliers and clients.
• Any other reasonable duties as requested by their Line Manager, these may include special projects as defined and agreed by the Management team.

What we need from you

• You will already have some experience of working within a Service Desk/Help Desk environment, but all applicants will be considered
• Customer Service experience

If you feel you have the skills and experience to our new Service Desk Analyst then apply today!

Benefits

• Casual dress
• Free parking
• On-site parking
• Back-Office commission structure on completion of probationary period
• Additional annual leave incentives – based on years of service & attendance
• Pension Scheme
• Colleague of the Month awards