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Customer Care Agent
On-site in Gibraltar·Added today (last checked 27 Oct)
3 open roles
Our summary
- Work mode
- On-site, Gibraltar
Skills
Nice to have
Requirements
What we're looking for
· Previous experience in a customer service function.
· Excellent communication and interpersonal skills. Fluent in both English and Spanish.
· Strong problem-solving abilities and a customer-focused mindset.
· Familiarity with telecommunications products and services.
· Proficient in using customer relationship management (CRM) software and other relevant tools.
· Ability to work flexible hours.
Nice to have
· Minimum of 5 GCSEs including English and Mathematics. Bachelor's degree is a plus.
The role
As Customer Care Agent at Gibtelecom you will be responsible for providing exceptional customer service to our customers utilising various communication channels, including in-store interactions, call centre operations, and email correspondence. This role involves addressing customer queries, resolving issues, and promoting all Gibtelecom services including landline, mobile, broadband, and TV.
What you'll do
· Greet and assist customers in a friendly and professional manner.
· Provide information about available products and services, with a focus on promoting bundles and packages.
· Assist customers with purchases, upgrades, and account changes.
· Resolve billing queries and process payments.
· Troubleshoot and address technical issues related to Gibtelecom services.
· Handle incoming calls from customers with various enquiries, including billing, payments, service issues and support.
· Provide accurate and timely information regarding products, services, and promotions.
· Resolve customer issues by identifying problems, researching solutions, and guiding customers through corrective steps.
· Use Gibtelecom's customer relationship management (CRM) tools to document interactions and update customer accounts.
· Respond promptly to customer queries via email, ensuring clear and concise communication.
· Address customer concerns, escalate issues as necessary, and follow up to ensure resolution.
· Provide product and service information and assist with account-related queries.
· Collaborate with other teams to resolve complex issues and improve overall customer satisfaction.
· Troubleshoot and resolve basic technical issues related to landline, mobile, broadband, and TV services.
· Guide customers through troubleshooting steps and coordinate with technology teams for advanced problem resolution.
· Stay updated on technological advancements and service upgrades to better assist customers.
· Stay informed about the latest telecom products, services, and promotions.
· Provide information and advise customers on new features, benefits and offerings.
· Offer guidance on using Gibtelecom products and equipment, self-service tools, and online account management.
· Provide information on promotions, discounts, and loyalty programs.
Hiring process
To apply, send your CV and cover letter to careers@gibtele.com