Customer Service Representative for a Broadband ISP

gem provides multi channel, multilingual contact centre services to global organisations. Our primary aim is to deliver leading customer contact management solutions to clients in the global market place, while creating a working environment and culture that promotes respect for staff and customers.

Location: gem is located on several sites in Belfast City Centre

Environment: gem has been operational for 8 years. Our dress code is relaxed and we value the respect of others. We have a comfortable break area equipped with a pool table, TVs, Internet café and many other facilities as well as many corporate events.

ROLE

• Deliver an outstanding customer service experience as the face of Clearwire Broadband, through Web based and telephone interaction.
• Dealing with customer enquiries by telephone and email etc. in a friendly, responsive and efficient manner
• Consistent customer focus to ensure that absolute ownership is assumed during every customer contact
• Ensure that the highest levels of quality and honesty are maintained through adherence to agreed processes and Service Level Agreements
• Proactively seek ways to improve both your own and your teams standards of customer service delivery
• Active engagement in your approach to ongoing learning to ensure that you are sufficiently knowledgeable to excel in the role
• Participate as an enthusiastic and supporting member of a highly focused customer service team

SKILLS

Essential:
• 1 year of customer service experience
• A passion for Customer Care
• Fluent in Dutch / French / Spanish and English
• Previous experience in IT
• Good communication skills both verbal and written
• Excellent telephone manner
• Sense the customer problem: Problem solving and troubleshooting skills
• Understanding of customer needs
• Self-motivated - interest in self- development, high personal drive to succeed
• Ability to meet strict deadlines and targets
• A positive approach to team work within a busy customer focused environment
• Excellent inter-personal skills and a good team player