Customer Service Representative

Job Type Temporary Job Title Customer Service Representative Department Customer Services Reports To Customer & Service Delivery Manager Main Responsibilities As a Customer Service Representative, you will be the first point of contact for customers, handling inquiries, troubleshooting service issues and ensuring customer satisfaction with LilaConnect products and services. Key Responsibilities Act as the first point of contact for customers, responding to enquiries via phone, email, chat, social media and the ticketing platform. Provide clear, accurate information on products, services, billing and technical support.

Manage customer orders, upgrades, cancellations and account modifications. Maintain accurate, detailed records of all customer interactions in the CRM system. Investigate and resolve customer issues, coordinating with internal teams where needed.

Escalate complex or unresolved issues to senior colleagues when appropriate. Follow up with customers to confirm resolution and ensure satisfaction. Meet or exceed performance metrics including call handling time, customer satisfaction, and first‑time resolution.

Contribute to continuous improvement of customer service processes and overall customer experience. Stay up to date with current products, promotions, policies and service changes. Personal Attributes Strong customer‑focused attitude.

Patience, empathy and professionalism when dealing with challenging situations. Positive approach to problem‑solving and conflict resolution. Adaptable and able to manage changing customer needs and technologies.

Team‑oriented, collaborative and motivated to achieve high service standards. Essential Skills and Experience Proven experience in a customer service role within the utilities sector (preferably telecoms). Excellent verbal and written communication skills.

Strong problem‑solving ability with a proactive approach to issue resolution. Technical understanding of FTTx products, ISP fibre broadband, router connectivity issues, switches and IP addressing. Ability to use CRM systems and maintain accurate records.

Flexibility to meet contact centre operating hours. Desirable Experience working in telecoms, particularly fibre‑based services. Previous customer service or contact centre training.

Experience in a service support environment. Familiarity with service desk/ticketing platforms. Sales or upselling skills.

Proficiency with CRM systems and digital communication tools. Qualifications Customer Service experience Customer Service NVQ Level 3. Benefits and Company Culture We value that you get more time with your family and friends.

We also offer an extra day for your birthday! We value work‑life balance highly, therefore we have flexible working hours. To help our team to manage their time more effectively.

Twice a year we celebrate our successes as a team. Corporate culture is essential to allow the organization to differentiate itself. In terms of image on the one hand, it has strengths both internally and externally to consumers.

It is indeed a source of cohesion and motivation of employees and it limits conflicts. With customers, it conveys a positive image and can develop a feeling of closeness to the company or even become a criterion of choice. #J-18808-Ljbffr