Customer Care Agent - 6 month FTC

OECC Customer Care Agent

The role of an OECC Agent is to provide a high level of service to our customers to ensure all queries regarding Order and Fault placement and delivery of same are addressed and resolved within the Regulated guidelines. The Individual is expected to develop a strong understanding of the full open eir RAP and non-RAP product suite covering WLR, NGA, NGN, White Label and GNP. They must have a good Technical tendency as knowledge and understanding of complex tests and results is a core element of the role. They will work with our customers to triage complex fault and order queries. The Agent must be able to work within tight guidelines while also having the ability to use their own initiative to manage customer expectations and resolve any issues through the use of multiple complex systems in a somewhat pressurised environment.

Key Responsibilities

• Own customer queries relating to Orders and Faults through to resolution that come into oeCC via Call Centre and email channels 

• Daily use of Salesforce/CRM tool to ensure all cases are logged as required for analysis and KPI reporting back to Customers.

• Extensive knowledge of 10+ systems to ensure ability to address issues impacting our customers. 

• Understand all KPIs associated with oeCC, Call handling times, Speed to Answer, Abandon call rate, Productivity Rate all of which must be adhered to within allocated SLAs

• Manage Manual Tasks that fall out for completion to oeCC to minimise Penalty Payments as per agreements with Industry

• Deal with Operators 2nd Level support teams to triage faults and manage resolution of same within eir group functions such as SMC and FAO.

• Over time grow expertise and knowledge to cover WLR, NGA and Data product suite becoming expert point of contact for Operators who purchase products and services from open eir.

• Support Key Strategic Progammes as required as Subject Matter Experts (SME)

• Deliver total customer satisfaction through all communication channels.

Qualifications, Knowledge & Experience

• Experience in customer service ideally 2nd level Technical support experience or experience in telecoms industry

• Excellent communication and customer handling skills 

• Consistent attendance and time keeping records and clear HR record 

• Proven ability to reach targets and meet key KPI’s on a consistent basis 

• Minimum of 12 months service in customer support environment

Business Competencies 

• Functional/Technical Skills

• Customer Focus 

• Problem Solving 

• Driver of Results

People Competencies 

• Time Management 

• Decision Quality