Patrick Williams Email & Phone Number

Banbury, Gb

Bicester Oxfordshire

The job duties encompass identifying, assessing, and remedying service-related issues with the aim of achieving a first-call resolution standard. Additionally, it involves accurately documenting all customer interactions by updating the systems with comprehensive notes. Collaborating with both colleagues and customers to maximize self-help opportunities is also crucial. Managing inbound and outbound support calls efficiently to meet demand is another key responsibility. Providing on-site engineers with assistance as needed is also part of the role. Finally, meeting a minimum daily target of 15 resolved customer cases and adeptly handling technical complaints, striving to resolve them without escalation whenever possible, is expected.

Bicester

The role entailed delivering adept customer service and promptly resolving customer issues in line with their needs. Facilitating appointments for engineers to address service issues at customer premises was also part of the job. Additionally, meticulous documentation of service requests, issues, and offered solutions was maintained by updating the CRM systems. Dispensing guidance, information, and advice to over 20 customers daily was also a key responsibility.

Colindale, England, United Kingdom

Landline - Trouble shoot issues relating to making and receiving calls and resolving on first call where possible. Where not possible reported to 2nd line support for further investigation.Broadband - Trouble shoot issues affecting service such as connectivity, service performance and wifi issues.Mobile - Investigate issues relating to service. This can be related but not limited to coverage, data, voicemail and roaming.Diagnosed technical issues using various diagnostic tools.Accurately update all crm systems.Liaising with third party partners such as Bt, EE via an agreed process when first call resolution was not possible.Managed over 30 calls per day.Arrange engineers for Bt Openreach to attend premises where required.

Colindale,London

Assist customer via phone, or emails with queries related to all our services.Accurately updated all crm systems.Offered assistance with new products, tariffs, billing issues, meter readings, chasing deliveries and tracking engineers.