Customer Care

Ref: CC0124

Job Overview

As Customer Care Agent at Gibtelecom 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 Gibtelecom 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 Gibtelecom 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 Gibtelecom’s customer relationship management (CRM) tools to document interactions and update customer accounts.

Email:

  • 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 Gibtelecom 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 careers@gibtele.com

Go Back

How to apply


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

Human resources department

(+350) 20052217

careers@gibtele.com

15/21 John Mackintosh Square, Gibraltar

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