Provisioning Agent, Telecommunications Customer Service

LinkPoint Resources Limited
High Wycombe
From £21,000 to £23,000 per annum + Bonus
30 Sep 2016
19 Oct 2016
Contract Type
LinkPoint specialises in the recruitment of high quality candidates in the Customer Services and Telecommunication sector. We have an excellent opportunity for a Provisioning Agent to join our client in High Wycombe. Our client provides world class innovative communications solutions across the four cornerstones of IT Infrastructure; Voice, Data, Mobility & Applications. The Provisioning Agent is to deliver a professional, efficient and accurate service for all provisioning related enquiries and requests. Provisioning Agent’s Core Duties Fully conversant on network pricing and tariff information Responsible for the accurate processing of all SAP orders right first time Responsible for effective, timely processing of credit checks and contracts Responsible for meeting contracted service levels and internal KPI’s Responsible for ensuring CRM and SAP are regularly updated and customers kept fully informed on the progress of their order, particularly with regard to out of stock items and proactive delivery ETA’s Build relationships that can be leveraged as required to ensure new connections, upgrades and resigns are completed within SLA Effectively manage all orders in line with relevant third party processes and internal obligations Liaise between Stores/the network and the customer to schedule deliveries Effectively communicate customer requirements to networks and rest of business Establish and set up the billing requirements at user and company level Production and despatch of SIMs and Welcome Pack Effective co-ordination of porting, upgrade and new connections, and timely submission of all relevant information/documentation to incumbent service provider, to ensure a smooth transition for customers Key Challenges in Role: Consistently meeting response time and resolution service level targets Effective multi-tasking Managing customer expectations, differing contractual obligations plus both standard and bespoke processes Managing conflicting and constantly changing priorities Provisioning Agent’s Key Knowledge & Experience Customer focused roles, with a proven knowledge of customer service excellence At least 12months in the Telecommunications industry, experience of mobile and fixed line telephony an advantage A minimum of 5 GCSE’s grade C and above Must have worked in a customer services environment - experience of working in a Provisioning or Sales Order Processing role an advantage Committed to obsess about the customer experience Excellent interpersonal skills with a 'can do’ attitude Able to work under own initiative with a high level of accuracy and attention to detail Able to demonstrate a systematic approach to problem solving, ability to make informed decisions Ability to work under pressure and with time constraints Recognising risks and escalating where necessary, in a timely manner Working knowledge of Microsoft packages (Excel, PowerPoint, Word) Are you enthusiastic about this job? Send us your CV in word format today This job was originally posted as