Customer Care Agent

Customer Care Agent

Ref:CCA 26

Job Overview

As Customer Care Agent you will be responsible for providing exceptional customer service to our customers utilising various communication channels, including in-store interactions, call centre operations, and email correspondence. This role involves addressing customer queries, resolving issues, and promoting all services including landline, mobile, broadband, and TV.

Role & Responsibilities

In-Store/Shop:

Greet and assist customers in a friendly and professional manner.

Provide information about available products and services, with a focus on promoting bundles and packages.

Assist customers with purchases, upgrades, and account changes.

Resolve billing queries and process payments.

Troubleshoot and address technical issues related to services.

Call Centre:

Handle incoming calls from customers with various enquiries, including billing, payments, service issues and support.

Provide accurate and timely information regarding products, services, and promotions.

Resolve customer issues by identifying problems, researching solutions, and guiding customers through corrective steps.

Use ’s customer relationship management (CRM) tools to document interactions and update customer accounts.

Respond promptly to customer queries via email, ensuring clear and concise communication.

Address customer concerns, escalate issues as necessary, and follow up to ensure resolution.

Provide product and service information and assist with account-related queries.

Collaborate with other teams to resolve complex issues and improve overall customer satisfaction.

Technical support:

Troubleshoot and resolve basic technical issues related to landline, mobile, broadband, and TV services.

Guide customers through troubleshooting steps and coordinate with technology teams for advanced problem resolution.

Stay updated on technological advancements and service upgrades to better assist customers.

Product knowledge:

Stay informed about the latest telecom products, services, and promotions.

Provide information and advise customers on new features, benefits and offerings.

Offer guidance on using products and equipment, self-service tools, and online account management.

Provide information on promotions, discounts, and loyalty programs.

Qualifications & Requirements

Minimum of 5 GCSEs including English and Mathematics. Bachelor's degree is a plus.

Previous experience in a customer service function.

Excellent communication and interpersonal skills. Fluent in both English and Spanish.

Strong problem-solving abilities and a customer-focused mindset.

Familiarity with telecommunications products and services.

Proficient in using customer relationship management (CRM) software and other relevant tools.

Ability to work flexible hours.

How to apply

To apply, send your CV and cover letter to

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How to apply

To apply, send yourCV, cover letterand completed application formto

Download application form here

If you are interested in learning more about current employment opportunities, please contact:

Human Resources Department

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