Utility Warehouse

Customer Service Advisor

Utility Warehouse

full-time

Posted on:

Origin:  • 🇬🇧 United Kingdom

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Salary

💰 £26,800 per year

Job Level

Mid-LevelSenior

Tech Stack

DNS

About the role

  • Provide customer support via phone, email, and live chat
  • Resolve customer inquiries and technical issues
  • Maintain accurate customer records in CRM system
  • Collaborate with internal teams to escalate complex issues

Requirements

  • Stable and strong internet connection; minimum 25Mbps download and 4Mbps upload
  • A dedicated, quiet work space with a work station, plenty of natural light, access to fresh air and no distractions
  • Currently residing in the UK with eligibility to live and work in the UK
  • Comfortable handling challenging, emotive calls; remain calm under pressure in a fast-paced environment; motivated by meeting goals; demonstrate responsibility, integrity and efficiency; patience, empathy and emotional intelligence; good timekeeping and commitment
  • You’ll be the first point of contact for customers across multiple channels (phone, email, live chat)
  • You’ll resolve customer issues there and then - first call resolution is a key focus
  • You’ll troubleshoot issues from service entry point (phone socket) to device support
  • You’ll offer new or additional services where appropriate
  • You’ll help customers with bills and taking payments
  • You’ll work towards KPIs: First Call Resolution, Customer Ease Score, Average Handling Time, Quality & Compliance