Customer Service Agent - 1st Line

Job title: Customer Service Agent – 1st lineOffice location: Belgrade with Hybrid working (3 days in the office, 2 days from home)About The Role And The TeamAs a Customer Service Agent at Hyperoptic you will work in an energetic environment with over 150 enthusiastic, empathetic and motivated people. You will overcome obstacles on a daily basis and make every problem an opportunity, moving toward a common goal within a supportive team always ready to help you. As part of one of our customer oriented teams, you would have the opportunity to speak with interesting people from all walks of life, from all four corners of the UK, and to work alongside smart and innovative people from Serbia and UK alike.What will you be doing?Offering first line assistance to customers with technical, billing and admin related queriesProviding quick and outstanding customer support through all communication channels (mostly over the phone)Maintaining clear, accurate customer records, update database records upon requestWork effectively with team leads and senior agents in timely flagging & resolving all outstanding issues in order to prevent complaints and provide exceptional customer experienceWhat We Are Looking ForStrong work ethic with an ownership mindset and a positive “can-do” attitudeTeam player who is patient and works well under stressExcellent oral and written English skills as well as impeccable communication skills (able to maintain professional and effective yet friendly communication with customers)Multitasking and flexibility as well as problem-solving and solution-focused mindsetWhy work for us?We're in your corner and our vision is to be the UK's most loved and desired broadband provider, that shows the way broadband is done!Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. We're also very proud to have been awarded Great Place to Work Certification (2022-23) and UK's Best Workplaces for Wellbeing (2022)In our Belgrade office, we work with our UK colleagues in a shared mission: to gigabit Britain. Our office started up in 2013 with what was then 20 developers, now we're more than 700 people and about to move into our brand-new offices. Do you want to be a part of our next adventure?Going beyond the expectedWhatever We're Doing – Whether We're Liaising With Our Customers, Delivering Our Network, Or Working On Our Company Strategy, Going Beyond The Expected Is The Benchmark For Everything We Do. How We Work Is Shaped By Our Three Culture PrinciplesWe work smarter, togetherWe stay focusedWe strive for excellenceSome Of Our Key BenefitsCompetitive salary Global Remote working for up to 2 week per year for those who are able to work remotely 25 days' paid holiday increasing each year, to a max of 35Extra days off for your birthday, move house and volunteer Access to a wellbeing platform, Rezilient Partnership with SOS Children's VillagePrivate medical insuranceFit Pass discountTechnology discountTeam sports activitiesMassages in the officeSweet TuesdaysWe're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.What happens next?You apply (please send us your CV in English)We carefully review your applicationWe'll get back to you — even if it's a no (for now)