Back Posted: Sep 30 2021

Senior Mobile Support Coordinator

Cambridge, England , United Kingdom

IT/Software/Telecoms jobs >> Telecommunications/Internet

Negotiable

Permanent

Name Confidential

Description

Senior Mobile Support Coordinator

We have a fantastic opportunity for an experienced Senior Mobile Support Coordinator with experience in a Mobile Retail or Commercial environment with an understanding of mobile technology, pricing, porting, and a passion for delivering excellent customer service.

The purpose of the role is to coordinate the delivery of mobile projects, and provide mobile support to our VIP customers, ensuring consistent customer service levels are achieved, Assist with the efficient running of the Mobile Support Team on a day-to-day basis, Ensure all projects, initiatives, and processes are in conformance with the organisations established policies and objectives and be first point of escalation for all mobile project/ support related customer complaints.

Job Description Responsibilities

* Processing customer request for new connections, adds, moves, and changes.

* Ensure accurate and timely processing and response to our customers’ requirements ensuring response and resolution SLA targets are met

* Troubleshoot mobile device issues for customers and employees. Liaise directly with various mobile networks for the provision of services and fault management support.

* Management of large orders and complex rollout of connections for large customers.

* Upload and download information from our in-house billing system.

* Assist customers and sales team with daily and monthly reports.

* Maintain high level of customer relationships and excellent customer service.

* Assist with contract and invoice enquiries from customers via telephone and email.

* Other general administration duties, as well as providing administrative support to the Billing Manager.

* Manage customer complaints, engaging with vendors where necessary or escalating and ensuring the company complaints process is followed and the database updated.

* Ensure effective time management to achieve the organisations goals of a task or project.

* Review process improvement methods to maintain operational efficiency.

* Promote and adhere to Brand Values (Flexible, Resilient, Customer Focused and Elevated)

Experience

* Experience in a Mobile Retail or Commercial environment with an understanding of mobile technology, pricing, porting, and a passion for delivering excellent customer service.

* Experience working with databases, as well as MS Office (especially Word and Excel) Skills

* Excellent administration and organisational skills

* Strong customer service experience

* Quick learner with good attention to detail and accuracy

* Excellent typing skills

* Excellent communication skills, incl. listening and clear, concise verbal and written communication.

Personal Attributes

* Calm, confident manner

* Able to work effectively under pressure

* Solution focused and flexible approach to problem-solving

* Ability to work as part of a team and individually on own projects

* Able to prioritise workload and manage regular interruptions to remain productive

No. of positions available*: 1
Salary: Negotiable
Experience: None
Education: None
Post Date: September 30, 2021
Job id:. CV-13565
Position Type: Permanent
Applicants: 0
Views: 12

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