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The position resolves customer requests, provides sales assistance to account managers, and supports mobile sales administration for re-signs, new connections, and proposals. 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The role is responsible for effectively managing the administration for our mobile sales team, providing an efficient and proactive service in customer re-signs, new connections and proposals.  \nThe position requires a confident, organised, polite individual who thrives on working in a team environment whilst taking full ownership and accountability of individual tasks and problems. The individual needs to be passionate about delivering excellent customer service.  \n[www.welcomm.co. uk](www.welcomm.co. uk)  @WelcommComms  \n0800 064 64 64  \n[Careers@Welcomm.co.uk](Careers@Welcomm.co.uk)  \nKey Responsibilities  \n• To effectively manage all in-bound telephone calls and where possible resolve all customers’ requests and queries.  \n• Provide sales administration support to the mobile sales team.  \n• Take a proactive approach to resolving customer queries productively and efficiently whilst maintaining full responsibility and accountability for the problem.  \n• Basic complaint handling capability.  \n• To be able to identify and follow through potential sales opportunities.  \n• To provide first level advice and technical assistance to customers.  \n• To provide first level fault desk fixes.  \n• To provide a triage style handover of issues which are beyond the CSA team’s ability to resolve following set escalation procedures, only passing on where everything has been done to resolve the query beforehand.  \n• To ensure that the customer is fully satisfied with the service that we have provided at every point, meeting the relevant Customer Service KPI levels.  \n• Bring to the management’s attention all customer matters or competitor activity that may present risk or opportunities for the company.  \n• To process any account / billing changes when the customer is in contract with Welcomm.  \n• Provide administration support to sales managers and senior management when required.  \n• To provide any handset solutions to customers.  \n• To enter all actions and customer contacts onto Welcomm’s CRM system.  \n• To analyse data from Company systems to review usage and provide relevant and timely reporting.  \n[www.welcomm.co. uk](www.welcomm.co. uk)  @WelcommComms  \n0800 064 64 64  \n[Careers@Welcomm.co.uk](Careers@Welcomm.co.uk)  \nWhy Welcomm  \n• Hybrid working (2 office days, 3 home working days per week)  \n• 23 days annual leave (increasing to 25 days after 2 years service)  \n• Opportunity to buy or sell up to 5 days holiday  \n• Free on-site parking  \n• Perkbox access  \n• Healthcare plan  \n• Company events  \n• Virtual 24/7 GP access  \n• Employee assistance programme  \n• Casual dress  \nDisclaimer  \nPlease note that this job description is not an exhaustive or comprehensive list of all possible job responsibilities, tasks and duties. If your application is successful, the responsibilities, tasks and duties of Welcomm might differ from those outlined in the job description, and that other duties, as assigned, might be part of the job.  \n[www.welcomm.co. uk](www.welcomm.co. uk)  @WelcommComms","cbCaii7weSiIzGGl","https://ap.wps.com/l/cbCaii7weSiIzGGl","pdf",198278,"English","# Summary\n## Key Responsibilities\n## Why Welcomm\n## Disclaimer","[{\"question\":\"What does the Customer Support Specialist do first day-to-day?\",\"answer\":\"The specialist acts as the first point of contact for general external calls and account management enquiries, resolving customer needs in the best way possible.\"},{\"question\":\"What support is provided to the sales team?\",\"answer\":\"The role offers sales administration support to the mobile sales team, identifies potential sales opportunities, and provides first-level advice and handset solutions to customers.\"},{\"question\":\"How are complex issues handled when the CSA team cannot resolve them?\",\"answer\":\"The role performs a triage-style handover for issues beyond the CSA team’s ability to resolve, passing them on only after the set escalation steps have been completed.\"}]","Customer Support Specialist Job Description | PDF",1789345625]