Call centre agent in Fibre Department at SoundHR LTD

Call centre agent in Fibre Department– Based in Selkirk

An amazing opportunity has arisen for the position of Call centre agent in Fibre Department/ Fibre Operation Specialist within the Fibre Infrastructure Operations team.

The successful candidate will report to the Fibre Operation Coordinator.

The role is office based supporting our clients as well as our Engineers in the Field Position

Description

You will be responsible for ensuring that Qube GB complete as many Fibre jobs successfully daily as possible and then closing jobs down to allow us to bill the clients accurately. You will be managing daily of Fibre Clients, paying particular attention to request from the clients and escalating these if necessary to the Fibre Operation Coordinator.

You will be handling of Fibre escalations into the department and carrying these out through to a resolution where possible, escalating any serious complaints as per our processes and feeding back to the FOC Reporting directly to the FOC, the FOS will communicate regularly with our Fibre customers, Fibre client contact centres engineers and AOOs throughout the UK via both inbound and outbound service calls, e-mail and webchat.

You will be responsible for all Fibre engineer processes such as Start My Day, Timeslot Adherence, Engineer Utilisation and End My Day.

You will review all jobs completed by your engineers to ensure the forms match the action undertaken on site, that all stock is recorded and that notes, and signatures are captured. If any information is missing, you will liaise with the engineer to capture this.

Skills that we are looking for:

• Competent on Microsoft packages, in particular Excel. Prior Service Centre Agent experience and must be prepared to undertake additional training as required.

• Results driven, analytical and with a sensible approach to tasks.

• Delivers targets on time – able to manage their own workload, identifies and takes remedial action if targets not being met.

• Initiative – produces creative solutions to deliver service.

• Value to team – gets to know their colleagues, understands individuals and tolerant of differences, friendly and approachable, a real team player.

• A great communicator who isn’t afraid to raise concerns if issues arise.

• Able to adapt to new environment and has a real ‘can do’ attitude.

• Good working Knowledge of work management systems and windows (Excel/Word)

• Good awareness of Health & Safety and Quality Assurance Procedures

• Sound Telecommunication Knowledge

• Effective Teamwork

• Self-motivated, able to motivate others effectively Professional & technical expertise enthusiastic, passionate, patient and should be a critical thinker

• Should possess good logical skills and ability to prioritise tasks depending upon the situations

We are offering competitive per hour salary + benefits.