Job description

About us:
The Wifinity Group is on a mission to make Wi-Fi great! We are a multi award winning Gigabit Internet Service Provider, with products and services connecting over 6 million people a year across a wide range of sectors, including Defence & Education. Wifinity is the number 1 provider for recreational WiFi, holiday parks, retail and residential.

At Wifinity we’re proud of our fantastic products, and amazing growth! But we couldn’t do this without our amazing people, who go above and beyond to wow our customers and make WiFi great since being founded in 2007.

If you’re the best at what you do and believe in a world with better Wi-Fi, come and join our journey as a new Wifinian!

The opportunity:
We are looking for a contact centre agent to join our Customer Service Team. This is a fully remote based role, where in the second and third week you will be required to attend our Kingston office for training (cost covered by the business), so that going into week four, working from home you will have a solid platform for success.

In this role you will be delivering great customer service through phone calls, emails and live chat. The team's deliverables are to resolve issues and provide excellent customer focused service in a timely and professional manner.

As Wifinity’s first point of contact for our customers you will ensure that every query will be answered to the highest standard. You will be learning all about our business and what we do to efficiently resolve our customers' issues. You will take ownership of your cases and together as a team, work towards increasing our first contact resolution response.

Key focus areas on a day-to-day basis:

• Handling a consistent volume of incoming & outgoing calls, emails and chats.
• Listening carefully and playing back your understanding of the customers issues
• Demonstrating empathy to customers complaints
• Keeping customers informed throughout to the point of issue resolution
• Using process driven troubleshooting techniques and technical expertise to resolve customer issues
• Evaluating and working to resolve complex technical faults
• Managing workflows from initiation through to resolution
• Escalating events where a solution cannot be achieved within own remit
• Reporting to and liaising with line managers and team colleagues
• Evaluating and reporting any recurring quality issues as well as trends of recurring customer queries
• Highlighting training needs when necessary

What you need to bring:
You will be an organised and service minded professional who thrives in problem solving orientated environments. You value clear communication and are a self-starter with the desire to perform to a high standard. You are a team player with excellent interpersonal skills. You will also have:

• A results and solutions orientated approach
• A strong team ethic, with the ability to work with the minimum amount of supervision
• Excellent communication and interpersonal skills, with the ability to build strong relationships, swiftly, with adjusters and colleagues at all levels
• Strong organisation skills as well as excellent communication skills, both written and verbal
• Ability to use and navigate around basic tools such ticketing, CRM, billing, webchat
• Due to the role being remote, you will also need to have a strong internet connection at home.

Your key experiences:

• Prior experience of working in a contact centre environment
• Previous work-based exposure to a fast paced environment

​We offer a competitive salary and benefits package and a remote first working environment, allowing our employees more flexibility when it comes to the important work / life balance.

At Wifinity we pride ourselves on being an equal opportunities employer, with an inclusive culture who do not discriminate on any basis and whose hiring outcomes and commitments are based upon your talent and experience.

Job Types: Full-time, Permanent

Salary: £21,216.00 per year

Schedule:

• 8 hour shift

Experience:

• call centre: 1 year (required)

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