Customer Service Advisor

We are looking for a customer service advisor to join our small and rapidly growing friendly internet service business.

Your day-to-day responsibilities will include the following:

• Answering customer enquiries via the telephone
• Monitoring and responding to customer enquiries via email
• Monitoring and responding to customer enquiries via webchat / social media
• Liaising with wholesale network providers to deliver services to our customers

Enquiries of the following nature would be expected:

• Sales and product enquiries
• Taking orders from customers
• Installation bookings and triaging installation issues
• Billing and payment enquiries
• Troubleshooting technical issues with broadband and home networking

Squirrel is a customer focused organisation; we are all about delivering an excellent experience to our customers at all stages of the customer journey. We believe the ideal candidate would have the following skills:

• The ability to be friendly and fun with customers, breaking the usual scripted experiences of calling an internet service provider.
• The ability to understand and advise on which of our service packages are suitable for our customers in an engaging, helpful and dynamic way.
• The ability to understand how our internet services are delivered, and to be able to explain the process to customers so they know what to expect.
• The ability to troubleshoot, installation, and technical issues.

Whilst the role is not a technical role, a candidate with the following knowledge would be at an advantage:

• Understanding of different internet technologies such as ADSL, VDSL, GPON and P2P fibre
• Understanding of home networking, Wi-Fi and Mesh Wi-Fi systems
• Ability to troubleshoot networking, device and Wi-Fi issues.

The role is primarily working in the office with the option to work 1 day a week at your discretion

Full and part time candidates will be considered. Evening and weekend shifts will be required.

Job Types: Full-time, Part-time

Benefits:

• Casual dress
• Company pension
• Employee discount
• Flexitime
• On-site parking
• Referral programme
• Competitive salary

Work Location: In person