CenturyLink Foundation Customer Support Manager (EMEA) in Basingstoke, United Kingdom

About CenturyLink

CenturyLink at http://www.centurylink.com/ (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.

Job Summary

The primary function of the role is to develop and build a relationship with customers within our foundation management tier ensuring we have “highly delighted” customers. You will be responsible for helping to retain customers and extend/renew services with them through a service-based approach.

You will be responsible for validating and updating customer contact details and preparing the information you need to contact each customer and ensuring that you understand the customers solution at a high level.

This is a fantastic entry level opportunity to join a newly formed team that is focusing on our Foundation Customers within EMEA region and potentially a stepping stone into other roles within a major IT services company.

Job Description

We are looking for enthusiastic team players with empathy and great communication skills to establish and build relationships with our customers and help retain and grow their business with us.

You should be pro-active self-starter who takes ownership of issues and follows through to resolution.

Ideally, we are looking for people that have excelled in customer service environment, but we will consider other applicants that have customer facing experience and are interested in a career change.

Job Description

  • Gather and review information about customers from internal and external sources to prepare for direct customer communication.

  • Contact customers to determine their level of satisfaction with our services, offer assistance and help resolve service-based issues

  • Pro-actively use internal systems to kick off contract extensions

  • Document the customer comments and actions from client engagement in CRM system and initiate activities to resolve any customer issues raised in order to improve customer satisfaction

  • Handle and document inbound contacts from customers and drive resolution of issues raised

  • Use various computer systems to update customer information, log issues and opportunities

  • Process software modifications and ceases for customer

  • Process any service credits requested by customer within agreed approval limits

  • Provide customer onboarding and portal training for customers

  • Provide customers with handbook and contact information

  • Work with functional leads within CenturyLink’s wider organisation, Delivery, Assurance, Change Management etc. to investigate route cause of any complaints/issues.

  • Password resets

Maintain and improve speed, accuracy and quality results by adhering to standards and guidelines

  • Update job and product knowledge by participating in educational opportunities

  • Data entry with speed and accuracy

  • Show care to each customer by using empathy, patience, attentiveness and willingness to help while being professional and showing respect

  • Delight the customer by providing superior service

Qualifications

  • Ability to manage time effectively, especially on calls with customer

  • Enthusiastic team player

  • Good oral and written communications skills

  • Strong customer empathy and focus with Customer Care mindset

  • Excellent punctuality and work attendance history

  • Proficient in utilizing multiple computer applications and databases

  • Ability to handle a high volume of customer interactions in a structured and organized manner

  • Must be flexible to work various shifts

  • A good knowledge of IT products and service

  • Continental staff Only – Fluent in two or more of the following languages: English, Dutch, Spanish, Italian, French and German

Preferred experience:

  • Experience in a customer service environment

  • Educated to ‘A’ level or HND

Education

Alternate Location: UK-Hampshire-Basingstoke

Requisition #: 210162

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know

We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. We participate in the A-Check Pre-employment Screening Program or the Electronic Employment Verification Program, depending on location.

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/