Actavo
Customer Service Representative - Sky
Job description
We’ve worked hard to build a culture where people feel a genuine sense of belonging, wherever they work in our operations, and whatever their role. Our culture is grounded in our core values and our very strong commitment to delivering every day for our clients and their customers, getting everyone home safely, and caring about your wellbeing.
We believe the diverse work we do really matters – whether we are connecting people and businesses to complex fibre networks, supporting large industrial projects and utilities, building modular spaces in which to learn, work or play, or delivering creative events to inspire and entertain.
Responsibilities
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Handling inbound customer calls and resolving enquiries efficiently.
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Taking ownership of customer issues, including follow-up actions and escalation where required.
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Scheduling and dispatching jobs to Field Technicians.
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Maintaining regular communication with technicians to ensure customer appointments are met.
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Responding to technician queries and helping resolve operational issues.
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Providing technical information and support to technicians/engineers when needed.
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Managing assigned calls in line with agreed Service Level Agreements (SLAs).
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Keeping customer records and databases updated with all communications.
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Maintaining knowledge of Sky products, services, and procedures.
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Producing daily and weekly call logs and operational reports.
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Ensuring timely follow-up on engineer paperwork and documentation.
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Routing calls to the correct internal teams or resources.
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Producing weekly invoicing for service engineers.
Requirements
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Inbound call centre or customer service experience preferred.
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Good working knowledge of Microsoft Word, Excel, and PowerPoint.
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Ability to work independently, use initiative, and manage tasks effectively.
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Strong teamwork skills and the ability to collaborate with colleagues.
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Flexible approach to work and willingness to adapt to changing business needs.
Benefits
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Pension plan
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Life assurance – 4 times your annual salary
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Employee assistance programme
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Refer a friend scheme
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Maternity pay
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Educational assistance
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Career progression opportunities
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Long Service Awards
