Customer Service Advisor

4 weeks ago

Nelson, Nelson, New Zealand Giacom Group Full time

Supporting a UK-wide network of over 5,000 local, expert technology providers, Giacom makes it really simple for technology resellers and MSPs to access everything they need to create brilliant technology solutions for UK businesses.

We work in a fast-paced and exciting industry, where we have forged strategic partnerships and relationships with the UK's top Telco's, networks, and vendors, including BT, TTB, Vodafone, Virgin Media O2, EE, CityFibre, Sophos, Microsoft and Samsung.

As a Channel-only business, we never sell directly to the end-user. Instead, we serve a market of independent resellers, which we proudly refer to as our partners.

This role is in our Operational area offering day to day support and advice to our resellers via calls and emails. It is a busy, varied role which can involve multitasking and working to tight deadlines.

Full technical training will be given, though you'll need to come already set with some fantastic customer service skills

What you'll be doing:

  1. Providing exceptional support and service to our Resellers
  2. Being the first point of contact for complaints and escalations within the team and for our Resellers
  3. Provisioning and managing reseller orders using our mainframe internal systems as required
  4. Liaising with resellers and suppliers to resolve issues, providing regular, proactive updates
  5. Customer service and support duties
  6. Handling incoming calls from our Resellers as required
  7. Investigating root causes of recurrent provisioning issues
  8. Providing technical advice to resellers and internal staff
  9. Scheduling and actioning all tasks to completion within specified timescales
  10. Ensuring all systems are kept fully updated for each action and point of customer contact.

Skills:

  1. Customer engagement skills
  2. IT skills/knowledge
  3. A desire to succeed and develop
  4. Exceptional communication skills
  5. Accuracy and attention to detail
  6. Ability to multi-task and problem solve
  7. Flexible approach to work
  8. Excellent team player
  9. Self-motivated and enthusiastic
  10. Ability to work under pressure to set deadlines.

What's in it for you?

  1. Investment in your future career with a variety of learning and development opportunities.
  2. No dress code - embrace the freedom to bring your whole self to work.
  3. 25 days annual leave, plus bank holidays. You'll even get your birthday off, too
  4. A pension plan for your future.
  5. Complimentary refreshments in all our offices.

For a comprehensive list of all our benefits, click here.

Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.

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