Customer Service Advisor

Wifinity

full-time

Posted on: 2/2/2026

Location Type: Remote

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About the role

Delivering great customer service through phone calls, email and live chat
Resolving issues and providing excellent customer focused service in a timely and professional manner
Taking ownership of your cases and work towards increasing our first contact resolution response
Handling a high number of incoming & outgoing calls, emails and chats
Listening carefully and playing back your understanding of customers issues
Demonstrating empathy to customers complaints
Keeping customers informed through to resolution of the reported issue
Using process driven troubleshooting techniques and technical expertise to resolve customer issues
Evaluating and working to resolve complex technical faults
Managing workflows from initiation through to resolution
Reporting to and liaising with team members and line managers
Evaluating and reporting any recurring quality issues
Identifying and assessing customers’ needs to achieving and exceeding customer satisfaction
Building sustainable relationships and trust with customers through open and interactive communication
Handling customer queries, providing appropriate solutions and alternatives within the expected time frame and follow up to ensure resolution

Working in a contact centre environment
Excellent communication skills – written and verbal
Ability to use and navigate around basic tools such ticketing, CRM, billing, webchat
Working at in a fact pace environment
Experience in the telecommunications industry would be beneficial, but not essential

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshooting techniquestechnical expertiseissue resolutionfirst contact resolution

Soft Skills

customer serviceempathycommunication skillsproblem-solvingrelationship buildingactive listening