Role: Technical Support + Service Advisor
Location: Londonderry/Derry Office (On-site)
Operational Opening Hours: 37.5 Hours a week between 8.00am – 8.00pm, Monday to Sunday

Company Overview: FirstSource is dedicated to delivering exceptional service and customer experience in the telecommunication industry. Customer satisfaction is paramount, and the company values treating customers with respect, prioritizing their needs, and providing excellent support through various channels.

Responsibilities:

As a Technical Support + Service Advisor, you will play a pivotal role in ensuring a positive customer experience. Your responsibilities will include:

• Interacting with customers via phone, email, and live chat to understand and address their individual needs.
• Providing warm, friendly, and effective customer support, demonstrating tenacity and resilience to resolve issues.
• Meeting performance targets while creatively addressing customer needs, introducing new products and services in addition to existing packages.
• Collaborating with colleagues by sharing experiences, insights, and successes to contribute to a cohesive team.
• Developing a comprehensive understanding of the company’s offerings to assist customers with various queries.

Experience/Skills & Personal Qualities:

To excel in this role, you should possess the following attributes:

• Passion for delivering exceptional customer service.
• Excellent communication skills, capable of influencing others through clear and effective delivery of information.
• Strong decision-making abilities, capable of working independently and taking initiative.
• Reliability, flexibility, and self-motivation to adapt to changing circumstances.
• Proficiency in Microsoft Office tools and the ability to navigate various systems.
• Building rapport with both customers and colleagues, fostering positive relationships.
• Conscientious, trustworthy, and open-minded, with a commitment to self-improvement.
• Friendly and confident personality, taking pride in providing outstanding service.
• Enthusiastic with a positive attitude toward work and a logical approach to problem-solving.
• Willingness to embrace change and adapt to new situations.

Perks of Joining the Team:

By becoming a part of this team, you will enjoy the following benefits:

• Annual salary of £21,673 (with fortnightly pay).
• 29 days of annual leave, with an increase based on years of service.
• Opportunities for career progression within the organization.
• Access to a cashback healthcare plan.
• Discounts at numerous high street shops, restaurants, and entertainment venues.
• Thorough and comprehensive training to enhance your skills.
• Continuous coaching and development to support your growth.

Company Culture:

Firstsource is a people-centric company with a vibrant and dedicated workforce. The company’s values set it apart, emphasizing aspiration, achievement, and advancement. It is committed to creating a diverse and inclusive work environment, offering employees the chance to engage in diversity forums and contribute to building an inclusive workplace.

Join the Firstsource family to be part of a dynamic team that values both customers and employees, and strives for excellence in all aspects of its operations.