Description:
This is a full-time, on-site Telecoms Customer Service role based at St. Pauls in the City of London. The role involves handling inbound and outbound customer calls, responding to email and ticket-based inquiries, and resolving issues related to telecom services such as billing, connectivity, and account management. The Telecoms Customer Service team member will log and track cases, follow up on unresolved issues, and escalate complex problems to technical or supervisory staff as needed. The role includes explaining products and services, guiding customers through troubleshooting steps, and ensuring that every interaction is clear, professional, and courteous. The individual will also update customer records, provide feedback on recurring issues, and contribute to service improvements by sharing insights with colleagues and management.
Qualifications
- Strong Customer Service and Customer Support skills, with the ability to handle inquiries and issues efficiently and respectfully.
- Commitment to Customer Satisfaction and Customer Experience, focusing on clear communication and solutions that meet customer needs.
- Professional Phone Etiquette and confident verbal communication, including active listening and calm interaction in high-volume or challenging situations.
- Ability to work on-site in the City of London, manage time effectively, and handle multiple tasks in a fast-paced environment.
- Good written communication skills for email and ticket responses, with attention to detail and accurate record keeping.
- Basic understanding of telecom products and services, or willingness to learn quickly through training.
- Experience in a call centre or customer-facing role is beneficial; prior telecoms industry experience is an advantage but not required.
- Comfort using CRM or ticketing systems and standard office software; ability to learn new tools and processes.
The role will include the following duties:
- Client Communication: Responding to all technical and administrative calls and emails from clients in a timely manner.
- Documentation: Preparing customer documents, contract renewals, and service proposals for landline and hosted services.
- Order Provisioning: Processing new or upgraded orders for leased lines, FTTP circuits, and SIP trunks, whilst maintaining a connection tracker.
- Portal Administration: Portal administration e.g. configuring users, hunt groups, and call routing on hosted voice platforms such as Gamma Horizon and Splicecom Select among others
- Troubleshooting: Providing first-line helpdesk support and reaching out to carrier networks (e.g., BT Openreach, Vorboss, Gamma) for additional support and fault escalations.
- Stock & Inventory: Ordering hardware (VoIP desk phones, routers, PoE switches) from suppliers, preparing deliveries, and maintaining a stock control tracker.
- Sales Support: Providing line usage, call logging, and data reports to the sales department upon request.
Profile
Relevant experience is preferrable. The hours are generally 9:00 -9.30 am to 5 -5:30 pm, Monday to Friday.
- Telecom Knowledge: Experience administering hosted phone systems (Gamma/Splicecom preferred) or dealing with fixed-line carrier networks.
- Helpdesk Foundation: Prior customer service or basic technical helpdesk experience is highly valued.
- Skills: Exceptional telephone manner and strong computer literacy (Microsoft Office).
- Work Ethic: Ability to work under pressure in a fast-paced environment.
- Precision: Highly organized with great attention to detail.
- Communication: Excellent written and spoken grammar.