Customer Service Associate

About Croft

Croft is a company delivering next generation technology & managed services to a range of clients in the SME, corporate and public sectors. Key areas of our business include business mobiles, business phone systems, business broadband, managed IT services, managed cyber security services, hosted telephony, contact centres and IT hardware repair. Our clients include Laurent Perrier, Matalan, Smith & Nephew, Hilton Hotels and Ted Baker

We have seen significant growth in the last 2 years and are looking for vibrant and energetic individuals to join our Customer Success team. You’ll be a motivated self-starter with exceptional interpersonal skills and someone who enjoys working as part of a team striving to achieve individual, team and business goals.

You will be passionate about providing outstanding customer service and have the ability to find solutions to problems as they arise.

Key Responsibilities of a Customer Service Associate

Day to day:

• You will be the first point of contact for our customer questions, queries, and service requests.
• Handle incoming customer calls and emails and raise tickets.
• Manage all customer queries and escalate where needed.
• Complete support admin tasks e.g. sim swaps, tariff checks.
• Order processing.
• Usage analysis reporting.
• Keep up to date with product and industry knowledge.
• Effective communication and collaboration with internal individuals/teams and suppliers.
• Maintenance of our CRM database.

Required skills, knowledge, and experience

Requirements:

• Outstanding customer service skills
• Exceptional verbal and written communication
• Computer literate (including Excel)
• Problem solver
• Excellent listening skills

Ideal

1 to 2 years’ experience in Telecoms or IT Managed Service