Current Opportunities at Q-Sourcing Servtec Group

Job Summary:

• Reporting to the Head of Technical, this role exists to provide excellent customer service and offer remote 1st level technical support to company customers via all available communication channels to provide first call resolution. The role also provides undertaking first-line diagnosis and support on any reported service query or faults.

KEY ROLES AND RESPONSIBILITIES

• Provides 1st level of troubleshooting and remote technical support to provide First Call Resolution to customer issues reported through the call center.         
• Create tickets promptly, categorize accurately, update in a timely manner and if unable to provide FCR, assign to Tier II.               
• Ensure that all customer tickets are acknowledged and responded to promptly to meet the initial response SLA                  
• Ensure that all tickets are assigned the correct priority and SLA target based on the nature of the fault or request                
• Manage and updates customer tickets with the relevant information for both the customers and internal record.                
• Respond to customer enquiries promptly on or channel the request to the relevant department and follow through to ensure that the issue is address          
• Manage the ticket flow to ensure that all tickets raised are handled and resolved within SLA            
• Constantly update the customers on fault resolution progress as may be required through the most appropriate communication channels.             
• Ensures timely communication to all customers on all network changes as detailed in the change management tickets raised for both planned and emergency maintenance/changes.                     
• Proactive monitoring of services to ensure communication is done on both general and specific faults to the affected customers              
• Perform outbound communication activities e.g. payment reminders and other technical projects as may be required            
• Do timely follow-ups with internal teams for fault resolution updates and populate these updates on the customer tickets             
• Prepares scheduled and ad-hoc reports that may be required from the contact centre from both internal and external customers             
• Maintain and update Customer Contacts Database with the latest contact details              

  QUALIFICATIONS AND EXPERIENCE:

• Diploma holder in Computer Science, Telecommunications or Electrical and Electronic Engineering           
• Customer service training      
• Certification in Microsoft, Amazon or any cloud-based/Cybersecurity certifications
• Experience in customer handling environment within the Telecommunication indust 6 months
• Superior written and verbal communication skills.     
• In-depth understanding of technological trends and solutions related to the Liquid Telecom product portfolio          
• Ability to effectively prioritize and execute tasks in a high-pressure environment.    
• Ability to troubleshoot and resolve level 1 network connectivity problems.  
• Ability to listen patiently and respond calmly to diffuse situations and leave customers with a good impression       
• Show empathy to customers on all communication channels          
• Basic understanding of Routing and Switching protocols     
• Ability to effectively prioritize and execute tasks in a high-pressure environment     
• Have a positive attitude projecting a friendly tone and using positive language will help reassure customers that a solution will be reached.    
• Attention to detail and organization. Listens carefully to customers and provide them with accurate and satisfying answers
• Adaptability and ability to handle, and manage technical issues and customer demands in real-time. 

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Job Summary:

• Reporting to the Head of Technical, this role exists to provide excellent customer service and offer remote 1st level technical support to company customers via all available communication channels to provide first call resolution. The role also provides undertaking first-line diagnosis and support on any reported service query or faults.

KEY ROLES AND RESPONSIBILITIES

• Maintain a customer database in an up to date state which includes records of all service review meetings attended and arising deliverables & tracking the actions therein..
• Maintain a complete customer database to be used for the Net Promoter Score with up to date emails and phone numbers.
• Contact customers after survey to ensure maximum response & eventually check if any pain points were omitted.
• Provide acknowledgment emails to all the customers.
• Follow up on responses received from customers & action with internal teams.
• To support the CEM to understand the Liquid touch points for customers & innovate to improve to ensure customers’ needs are met.
• Acknowledged all pre- churn alerts and document on the provided system.
• At the direction of the CEM, follow up with internal teams to ensure highlighted churn is mitigated.
• To document lessons learnt from the churn mitigated and document the same on a churn mitigation report every month.
• Analyse uptime reports & Call centre logs for Service improvement initiatives.
• Conduct exit interviews with customers who’ve churned from the system.
• Churn reporting & analysis: Prepare monthly churn reports.
• Ad hoc at the direction of the Customer Experience Manager. 

  QUALIFICATIONS AND EXPERIENCE:

• Diploma in business administration, management studies or in a related discipline and prior experience and skills in customer service or marketing, as well as communication skills.
• Member of a Marketing professional body will be an added advantage
• Professional Certifications will be an added advantage.
• Minimum of one year experience in marketing, customer service and analysis of customer data.
• Previous experience in a customer facing environment.
• Computer literate with general education
• Excellent Communication skills that allows the role holder to inform, help and advice customers clearly and to liaise effectively with other professionals
• Listening skills, to understand exactly what customers require
• Problem-solving skills
• Confidence, patience, politeness and tact, when dealing with difficult situations
• Creative thinking, to be able to come up with new ideas to improve customer service standards
• Ability to work well under pressure
• Good personal presentation, especially when working with customers face-to-face
• A commitment to improve your own customer service skills on an on-going basis.

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Job Summary:

• Reporting to the sales team Manager, our client is looking for an outgoing, dynamic Sales Manager to support the UK Team leader with inbound and outbound sales team support to help the company achieve its sales targets and strategy. They pride themselves on their dedication to customer satisfaction and achieving revenue goals. As an Inbound and Outbound Sales Manager, you will lead a dynamic sales team responsible for converting inbound leads and proactively reaching out to outbound prospects to drive sales growth.

Key duties & responsibilities

• Sales Team Leadership: Manage and mentor a team of inbound and outbound sales representatives, providing guidance, training, and performance feedback to ensure individual and team success.
• Inbound Sales Strategy: Develop and execute strategies to optimize the conversion of inbound leads, including lead nurturing, qualification, and effective handover to the sales team.
• Outbound Sales Strategy: Create and oversee outbound sales campaigns, including prospecting, cold calling, and email outreach, to identify and convert potential customers into paying clients.
• Performance Metrics: Set and monitor sales targets, key performance indicators (KPIs), and revenue goals, ensuring the team consistently meets or exceeds these objectives.
• Sales Process Optimization: Continuously improve sales processes, methodologies, and scripts to enhance efficiency and effectiveness in both inbound and outbound sales efforts.
• Sales Analytics: Analyse sales data and market trends to identify opportunities for improvement and develop data-driven strategies for growth.
• Customer Relationship Management: Collaborate with the Customer Support and Marketing teams to ensure a seamless customer experience from initial contact to post-sale support.
• Sales Training: Provide ongoing training and development opportunities to the sales team, keeping them informed about product updates and industry trends.
• Budget Management: Responsible for managing the sales budget, including expenses related to sales tools, software, and team incentives.
• Reporting: Generate regular reports on sales team performance, lead conversion rates, and revenue projections for presentation to senior management.

 Skills and qualifications

• Proven experience in sales management, with a track record of achieving and exceeding sales targets.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to develop and implement effective sales strategies.
• Proficiency in CRM software and sales analytics tools.
• Results-driven with a focus on continuous improvement.
• Adaptability in a fast-paced and evolving sales environment.