Customer Support Advisor

Issue No: 2 Date: TBC

Confidentiality level: Confidential

*Ref – Customer Support Advisor Job Description Uncontrolled when printed.

Last reviewed by Maxine Baines

Page 1 of 2

Job Element Detail

Job Title CUSTOMER SUPPORT ADVISOR

Reporting to Customer Support Team Champion

Department Customer Support

Main Purpose First Line Support for Challenger Customers

Duties & Responsibilities

• Provide support to customers for network queries and help with device issues such as Smartphones, acting with the highest degree of courtesy and professionalism.

• Troubleshooting a variety of technical and non-technical issues across different communications platforms

• Liaise with Networks & Service Providers to assist with queries via portals and direct calls.

• Working with other departments to provide an excellent standard of customer support.

• Process Claims and Sales Forms for equipment to be ordered and liaise with customer to arrange deliveries and payment.

• Ensure all customer queries are prioritised and handled in the shortest time possible

• Update CRM

Skills

• Excellent interpersonal and customer care skills

• Excellent analytical skills and the ability to solve problems.

• An understanding of iOS & Android Phones.

• Willing to learn about different products and systems.

• Strong Drive for Achievement, detail-orientated and organised.

• Resilient and able to meet deadlines.

• Able to work independently as well as part of a team.

• Deal with customers face to face.

• PC Literate

Customer Support Advisor

Issue No: 2 Date: TBC

Confidentiality level: Confidential

*Ref – Customer Support Advisor Job Description Uncontrolled when printed.

Last reviewed by Maxine Baines

Page 2 of 2

Salary and hours of work

• £26,500 PA

• Monday to Friday 09:00 to 5:00

Benefits

• 20 days holiday initially, increasing each year by one day to a

maximum of 30 days. • Bank holidays in addition to holiday allowance • Workplace pension • Attendance bonus • Company bonus

• Bupa Employee Assistance Programme • Plus More!