Company: Wireless Logic Group Ltd
Job title: Customer Service Advocate (Maternity Cover)
Location: Horizon, Hurley, Berkshire, SL6 6RJ / Remote
Reporting to: Customer Care and Service Advocacy Manager
Working: 37.5 Hours Mon-Fri
Role type: Temporary (Maternity Cover)

Background
Wireless Logic is a fast-growing leader in communications services for M2M and the Internet of Things (Io T). We are looking for an experienced, energetic, professional, and focused individual to work in a busy Service Desk tiered environment, dealing with all aspects of 1st line support and diagnostics and a custodian of the Customer Experience.
Key relationships
Interfacing with colleagues, suppliers, customers, and 3rd party service providers.

The role
The Customer Engagement team is responsible for assisting all customers and are the entry point for customer queries. This role will be responsible for ensuring standards of service expectations and SLAs (Service Level Agreements) are met.

The main priority and focus of the Customer Service advocate is managing relationships with customers by responding to customer requests/queries via phone, chat and Zendesk (ticket management system) utilising the (warm transfer options as much as possible. Building relationships with our customers to ensure a proactive approach to assist them to conclusion where possible, with 1st line diagnostics SIM & Hardware. Creating solutions and taking every opportunity to advocate the customers use the SIMPro self-serve support portal.

Responsibilities include (Main focus):

• 1st line support for diagnosing problems and issues for SIMs & hardware.
• Liaising with networks to troubleshoot and diagnose first line faults.
• Logging phone calls and triaging queries using Zendesk and SIMPro chat.
• Create Solutions
• Password re-sets
• Hypercare and deep dive assistance to the care team
• (CI) Continuous Improvement identification, creation, and delivery to optimize existing processes within the company and actively enhance all CS (Customer Advocacy & Service Care) initiatives.
• Personal skills analysis and onward training responsibility when required by the Manager.
• KPI/SLA and general data analysis using the reporting tools on offer such as Zendesk, Power BI, Salesforce and SIMPro to ensure you drive data driven fact-based decision making proactively for our customers.
• Support Customer Advocacy & Service Care Manager for new product readiness (processes and training)

Secondary focus:

• Review customer complaints and concerns that arise from a new account set up or out of service review interaction and seek to improve all aspects of the customer experience.
• Providing internal operational support
• Ensuring customers Io T SIM provisioning system (SIMPro) is kept up-to-date and accurate.
• Managing and supporting customer relationships per service level agreements
• Ensuring new customers are Carefully onboarded.
• Hosting relevant platform training
• Create customer service packs and host alongside customer account manager.
• Ad hoc duties as required.

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the role or department.

Skills required:

• Excellent verbal and written communication skills
• Excellent attention to details is essential, highly organised, Time management skills.
• Must have the ability to work unsupervised and on own initiative.
• Experience of using Excel, Power Point, and Word
• Be able to thrive in a fast-paced environment and be a natural problem solver.
• Be proactive in approach and be a team player willing to go that extra mile when required in line with the business needs.

Experience:

• A minimum of 2 years’ experience within a Customer Service/ success or advocacy role.
• Must have had exposure to working with complex customer procedures, preferably within a Customer Advocacy & Service Care environment.
• Experience of supporting customer requirements via omnichannel CRM systems
• Previous experience operating within a business of large contracts within the services/telecommunications industry would be highly advantageous.

Behaviours
The ideal candidate will be:

• Enthusiastic, take a logical and proactive approach to problem solving.
• Confident in the transfer of knowledge to customers and to the teams and other functions
• Able to thrive in a fast-paced environment and be a natural problem solver.
• A team player willing to go that extra mile in line with the customer and business needs.
• Dedicated to using the data and reporting tools to spot trends and look for improvements.

Why work with us?

• The opportunity to work for an entrepreneurial Company.
• Full training, ongoing support, and the tools you need to grow and develop in your role.
• We are a company with a heart and who genuinely values and respects its employees.

In addition, we provide the following benefits:

• 25 days holiday + Birthday = 26 days
• Group Company Pension Scheme
• Private Medical Insurance
• Up to 50% off an annual Pure Gym membership
• Dental cover
• Doctor at Hand (online GP service)
• Enhanced Paternity Leave
• Company Sick Pay Scheme
• Cycle to work scheme.
• Onsite parking
• Onsite gym
• Access to a variety of online discounts on major retailers
• Employee assistance program

Who are we?

Wireless Logic – Io T connectivity for any device, anywhere

We are a leading global Io T connectivity platform provider that simplifies and automates Io T management for any device, anywhere. With more than 10 million Io T subscriptions active in 165 countries and direct partnerships with 50 mobile networks, we provide reach into more than 750 networks across the globe and deliver value throughout the Io T connectivity chain.

Our purpose-built platform offers a single window to securely connect and manage assets across any network and number of deployments. For our customers, this serves to simplify supply chains, accelerate time to market, lower the total cost of ownership and deliver connectivity that just works.

We are entirely customer and market-driven, meeting our 25,000+ customers where they are to help them innovate by providing industry expertise, service support and the most flexible, resilient and secure connectivity solutions in the market. Our broad sector expertise includes industry, agriculture, healthcare, security, transport, utilities and smart cities.

We are backed by Montagu Private Equity, one of the world’s leading private equity-backed investors, giving Wireless Logic Group unrivalled financial strength.

Where do I apply?
If this sounds like a role, you are interested in please submit your application directly through our website including your CV.

By applying for this role, you are consenting for us to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access, erase or restrict the holding or processing of your data please contact us and we will respond to your query as soon as possible.

As an equal opportunities’ employer, Wireless Logic is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Wireless Logic.