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    Customer Service Representative - Mobile & Billing Coordinator

  • Job type: Permanent
  • Sector: Call centre & Customer service
  • Location: Rossendale, Lancashire
  • Salary: £18000 - £20000 per annum
  • Date posted: 17/11/2020
  • Job reference: 48015_1605631355

My client is a very exciting company to work for having established (25-year track record) an outstanding presence in the telecoms, datacomms and mobile comms market place - with a particular emphasis in some exciting vertical markets, and now have a vacancy for a Customer Service Representative - Mobile & Billing Coordinator.

Reporting to the Billing Director. This is a customer service position where engagement and communication with clients is an integral part of the role. You will engage with and build quality relationships with customers, providing excellent service on customer queries - within SLAs and budgets - giving general advice on the use of the product range and promoting additional sales.

A major element of the role will be working on the billing platform for call traffic and wholesale line rental (including lines, broadband and mobiles). A hands on approach is required to update information daily and work with Agents & Suppliers to ensure an accurate and timely bill run is provided each month to the customers.

A key part in this position will also be dealing with the mobile phones division as well as working closely with other internal departments, agents and suppliers whilst providing an accurate and excellent service to customers.

Principle Accountabilities:

Take ownership and deliver projects from pre-sales to effective hand over to support within time and budget

Assist in maintaining client satisfaction against the operational SLAs

To proactively keep abreast of market / technology developments and communicate with the team and management to ensure the firm is planning to use the most effective technology to support its business objectives

To continually analyse customers' bills to proactively in conjunction with account management to provide clients with the most cost-effective solutions

To assist the sales function in the compilation of compelling proposals and quotations to existing and new customers and assist in progression to delivery

Completing contracts and provisioning with the relevant networks on time and within budget

To ensure the successful logging and updating of faults and enquiries on the company system, ensuring resolution and updating of customers against SLAs. Managing and prioritise many open cases at one time

To be able to review and present performance reports to clients and take positive steps with causal analysis

In conjunction with the sales function ensure client account management to ensure satisfaction, retention, cross selling and development

To ensure that Administration duties are maintained against company standards

To work with customers / suppliers to identify & diagnose problems. Solving faults and providing resolutions

To troubleshoot a variety of technical and non-technical issues

To make calls with networks to assist with queries

To keep records, along with despatching of stock & billing information

To download & Upload call data records daily, ensuring accuracy

To obtain & re-bill all of the relevant charges on a monthly basis

To complete billing checks against agreed and billed charges

To calculate and complete monthly agent commission reports

To handle invoice queries from customers and ensure resolution against contractual terms and mutual interest of The Company and the client

To work continuously on a task until completion

To rapidly establish a good working relationship with customers and other professionals

To be considered for this role:

Ideally having worked in a customer services environment for 2-3 years

Demonstrable track record of performance and development

Ideally telecoms or IT products and services knowledge

Experience of client interface, either face to face or via the telephone

A natural communicator both written and verbal. Ability to socialise naturally. Present a character generating respect in face to face or telephone environments. Great telephone ability. Able to deliver presentations, reports, solutions and ideas to clients and in-house staff. Comfortable interfacing with clients and their challenges along with the right technical solutions

The ability to manage own workload and escalate challenges to management

Effectively manage time across multiple objectives in order to achieve the delivery of SLAs, project delivery and satisfaction within corporate goals and budgets

Able to get commitments from resources within The Company, suppliers and clients with no line management authority

Benefits include:

Holidays are 20 days per year plus Bank Holidays - an additional day's holiday is accrued for each full year worked up to a maximum of 5 days.

Staff Pension

Health Insurance

Long service awards

Standard hours of work are 08.30am to 17:30pm Monday to Thursday & Friday 08:30am to 17:00pm

However the job holder may be expected to work outside these hours on occasion to ensure the completion of any outstanding work

Clayton Group is acting as an Employment Agency in relation to this vacancy.