Customer Service Advisor

We are looking for a friendly and customer-focused Customer Service Advisor to join a busy Customer Experience team within a leading telecommunications provider. Based in Guernsey or the Isle of Man, this role is ideal for someone who enjoys helping people, solving problems and delivering an excellent customer experience.

You will act as a key point of contact for customers, handling queries, technical issues and service requests across telephone and online channels, while also identifying opportunities to promote products and services and strengthen customer relationships.

What You’ll Do

• Handle inbound and outbound customer calls and online enquiries, providing end-to-end support across a range of queries and service requests.
• Provide advice and information on broadband, fibre, mobile and other products and services.
• Deliver a welcoming, professional and efficient customer experience, making customer satisfaction and retention a priority.
• Diagnose and resolve general service issues and faults, aiming for first-call resolution wherever possible.
• Ensure customers understand the outcome of their enquiry or the next steps required to resolve their issue.
• Support sales activity by actively promoting relevant products, services and offers.
• Process customer orders accurately and liaise with other departments to ensure requests are completed efficiently.
• Maintain accurate customer records, registrations and data across internal systems.
• Escalate significant customer-impacting issues to the relevant technical and product teams.
• Work collaboratively with colleagues to deliver a consistent and high standard of customer service.

What You’ll Need

• Experience in a customer-facing role, with a genuine passion for delivering excellent customer service.
• Strong communication and listening skills, with a confident and professional telephone manner.
• Excellent written and verbal communication, with the ability to explain technical information clearly.
• A proactive approach to resolving customer issues and taking responsibility for queries through to completion.
• Strong organisational skills and attention to detail, with the ability to manage customer information accurately.
• The ability to work independently and as part of a team.
• A willingness to learn about new technologies, products and services.
• Flexibility to work shifts, including evenings, weekends and some public holidays, on a rota basis.

Why Join?

• Join an established telecommunications provider with a strong focus on customer experience.
• Develop your knowledge of mobile, broadband, fibre and emerging technologies.
• Build valuable customer service and technical skills within a supportive team environment.
• Be part of a business that values teamwork, reliability, learning and customer satisfaction.
• Competitive salary and benefits package.

More information about this role is available upon request – contact the team today for further details.