🔧 The Role:
- Respond to customer support requests across multiple channels, prioritising first-contact resolution and a positive customer experience.
- Manage customer activations efficiently to ensure timely completion.
- Review and verify online orders for dispatch, with a strong focus on fraud and loss prevention.
- Troubleshoot service issues end-to-end, taking full ownership of escalations and customer outcomes.
- Conduct audits on high-risk transactions to ensure compliance with legal and regulatory standards.
- Provide Level 2 support for complex or unresolved issues, minimising escalations and complaints.
- Act as a Subject Matter Expert (SME) across systems, policies, and procedures, always ensuring compliance.
- Support Level 1 teams with real-time and offline guidance to improve performance and resolution rates.
- Contribute to the development of training materials, process documentation, knowledge base articles, and troubleshooting
- Represent the brand as an ambassador, promoting company values and delivering exceptional service.
🎯 About You:
- Telco or IT experience is highly regarded.
- L2 support experience is ideal.
- 2+ years’ experience in a phone-based customer support environment.
- Ability to break down complex technical and account information into easy-to-understand, non-technical language for customers.
- Experience working with onshore and offshore third-party service providers.
- Excellent phone manner and communication skills.
🚀 Perks & Benefits:
- Clear pathway for progression into a Team Leader position.
- Strong career progression opportunities.
- Work with a fun and collaborative team.
- Opportunity to join a rapidly growing start-up and contribute to its overall success.
- Training is provided to support your success in the role.
This is a fantastic opportunity to join a leader in Telco solutions. Get in touch with Jamie and the WOW team by applying now! #SCR-jamie-hevia
