Digital Customer Support Agent
Belgrade
Hyperoptic is the largest 1 Gig residential broadband provider in the UK. Over the past 5 years we’ve grown from a small team of people with a simple idea, to a larger group of people executing the idea with a simple focus – efficiently bringing 1 Gig broadband to urban areas across the UK.
As we continue to evolve our strategy we are looking for people who believe in responsibility, intelligence, zeal, and excellence. If you’re looking for an exciting challenge that is rewarding and enjoyable then read on….
The mission
Hyperoptic is more than just an internet service provider; it also installs its own fibre infrastructure into multi-occupancy buildings, bringing the UK’s fastest internet speeds to users. Your mission will be to handle digital activities in order to support residents and businesses in key UK areas of operation via social media channels (including, but not limited to Twitter, Facebook, forums and review sites such as Trustpilot and Google Reviews). You will be responsible for updating, maintaining and growing the company’s social media presence.
Reporting Line
Reporting to the Customer Support Team Lead.
Responsibilities and duties will include:
Social media customer care
- Close monitoring of customer support issues and complaints that come in through social media channels
- Ensure that all inquiries and complaints from customers are dealt with quickly
- Respond to general references to our products and services and following up any feedback
- Get in touch with potential or existing customers who have made comments about our company that were not necessarily targeted at us or requiring a response
Customer contact
- Provide quick and outstanding technical and customer support through social media channels (including, but not limited to, Twitter, Facebook, forums and review websites such as Trustpilot) and web chat
- Work effectively with team leads and senior agents to identify timely resolutions to customer issue
- Be a customer champion offering exceptional service, focused on first contact resolution
- Respond to email requests in accordance to SLAs (First Response Time, Total Resolution Time, Right First Time, satisfaction rating)
Workload monitoring
- Flag/address any outstanding issue to prevent escalations and repeat contacts
- Keep abreast on emerging technologies and developments within the technology sector
- Maintain a commercial focus at all times
Candidate profile:
(Essential and desirable)
- Bachelor’s degree
- Customer support experience
- Proven social media skills in English and outstanding written English
- Excellent communication and inter-personal skills
- Exceptional understanding of social media platforms, including but not limited to Facebook, Twitter, Instagram and Youtube
- Computer skills / strong technical aptitude
- Multitasking
Hyper Standard: RIZE Values
Value |
Responsibility |
Intelligence |
Zeal |
Excellence |
Principle |
Make sure we act on our commitments |
Use your brain at every opportunity |
Demonstrate passionate determination |
Quality separates us from the competition |
Behaviour |
Take ownership until what we've said will happen to customers, stakeholders or colleagues actually happens |
Overcome challenges, ask questions & consider alternatives. |
Go above and beyond to make things happen |
Double check work & don’t make the same mistake twice |
The role will be based in Belgrade. The successful candidate will be offered a monthly salary and participation in a company incentive scheme.
If this role is of interest and you believe you’ve got what it takes to be a part of a fast-paced and energetic business, we’d love to hear from you. Please send your CV electronically.
Deadline for applications: 18.08.2018.
Hyperoptic Ltd
We’re Hyperoptic, and we’re building a hyperfast full fibre broadband network in the UK. Our teams are located across the UK and Belgrade, Serbia From our skilled engineers to our award-winning customer service agents, everyone has an important role to play in making the fibre magic happen. We have the ambition, the tenacity, and the talent to keep leading the way for others to follow. Going beyond the expected Whatever we’re doing – whether we’re liaising with property professionals, ... Saznajte više
Iskustva zaposlenih
"There is never a dull moment in customer support! A typical day involves lots of multitasking: from assisting our customers over the phone or online to helping each other out or collaborating on ideas ... " Pročitajte celo iskustvo
Beneficije
- ADDITIONAL DAYS OFF
- HYBRID WORK MODEL
- FAMILY & PARENTHOOD
- COMPANY DISCOUNT
- TRAININGS, COURSES, CONFERENCES
- AWARDS, BONUSES, GIFTS
- PRIVATE HEALTH INSURANCE
- WORK EQUIPMENT PROVIDED
- FOOD AND DRINKS
- WELLNESS
- EDUCATION, PROFESSIONAL DEVELOPMENT