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