Job Title: Customer Service Advisor
Reporting to: Customer Service Manager
Salary: £26,000 per annum
Working Hours: 37.5 hours per week Mondays to Saturday 08:00 to 20:00, and such additional hours as are necessary for the proper performance of your duties.

THE ROLE:

As a Customer Service Advisor at MS3 Networks your job purpose is to support the Customer Service Manager in delivering excellent customer experience to our wholesale customers. Being the first point of contact for customers you will be dealing with a wide variety of enquiries from Wholesale Partners, end customers of our Partners and also members of the public. Our CS Advisors are key to ensuring enquiries are dealt with efficiently and effectively and in line with the required key performance indicators. You will work closely with key departments to effectively record, monitor and action ticketsutilising our internal tracker system.

ROLE & RESPONSIBILITIES:

• Ensuring wholesale customer queries are logged, managed, and resolved, via our

ticketing system, in line with set Key Performance Indicators.

• Creating and updating customer records using the relevant system.
• Write clear reports and letters as required.
• Undertake research and analyse data.
• Draft documents for management.
• Liaise with operational staff, managers and technical specialists.
• Give our customers confidence in what they have done/said.
• Keeping customers up to date with information relating to queries.
• Maintain a positive and professional attitude towards customers at all times.
• Work efficiently and tidily, always maintaining a clean environment.
• Ultimately, you will help establish our reputation as a company that offers excellent customer service.