Customer Care Administrator

The Role

euNetworks is looking for customer facing champions in our Customer Care Department as part of our continued growth strategy. This is a great development role in an experienced team, where you will get to interact with our customers and respond to their queries via phone, email or chat, while getting an in-depth understanding of the vital world of optical technologies.

You will be a first contact on our phone systems taking and receiving calls, managing inboxes efficiently and working as part of a team to maintain euNetworks excellent customer care track record.

 

What will you be doing?

• Responding to customers by logging onto our phone applications and following defined customer care process.
• Manage and maintain inboxes and respond to customers effectively and in a timely manner, in line with euNetworks’ SLAs.
• Be creative and drive automation initiatives with management
• Be cordial with our customers and provide a sense of ownership and prioritisation
• Gauge customer responses and proactively trigger escalations into our NOC and internal stakeholders
• Manage internal and external escalations
• Update customers regularly about progress on their fault resolution
• Manage ticket queue effectively
• Drive incident ownership end-end, to meet internal and external SLAs and KPIS
• Manage site access requests from customers and internal stakeholder to euNetworks DCs and Third Party DCs
• Be available to support structured cover arrangements, including start times between 07:00 and 12:00, as well as Saturdays and/or public holidays where required.

 

Team structure: You will be providing guidance and support to new members of the team. You will receive guidance and support from NOC Engineers, Shift Leaders, Managers and other stakeholders.

 

What do we want from you?

• You should have a passion for technology and are interested in learning about optical and telecommunication technologies.
• You are good at multitasking, pay attention to detail and have a flair for customer service.
• You are able to pick up technical information and training quickly.
• You are willing to engage with the teams you support and are interested in developing your skills.
• Experience in a call center or service desk environment is preferred.
• Fluent written and spoken English is essential. Good German and any other European language is an advantage.

If this position is of interest but you don’t think you meet all of the criteria listed, please consider applying still. euNetworks looks to recruit people with the right attitude, potential and ambition and for the right candidate, we will provide further training and support to enable you to develop in the role.

What can we offer you?

We’re a multi-faceted company that has been consistently growing for over 10 years but we remain committed to our company values and hiring people who want to be part of the team and make a contribution.

We invest in our people by offering a range of benefits and development opportunities that are shaped to fit each of the countries we operate in.

Our Family Friendly Policy delivers enhanced and inclusive parental benefits that can viewed here. For more detail on our bonus system, holiday allowance and other leave entitlements contact us directly at [email protected]

Our Love To Learn initiative delivers focused company wide training sessions across a range of skills, suitable for every role and level. These are complemented by individual training and progression plans. We partner with industry specialists to offer comprehensive mental wellbeing support and training.We offer early career opportunities including apprenticeships, internships and an established graduate programme.

Please let us know if you have any accessibility requirements or questions to assist you through the selection process and your decision making.

Diversity, Equity and Inclusion

Our company values drive our behaviour and form the basis of how we operate our business, work as a team and as individuals. We respect and trust one another and all of our stakeholders. We embrace diversity and inclusion in all that we do. Building a diverse, equitable and inclusive culture is a priority at euNetworks.

We strive to ensure a welcoming environment, where everyone can provide equally respected input, in a safe place, judgment free. Our employees work together through our ‘You Belong Here’ initiative to deliver meaningful developments and programs for the benefit and inclusion of all.

We are proud to be an equal opportunity employer and seek people looking to build a long and meaningful career at euNetworks. We commit to providing each individual with the support, continued learning and the tools to achieve their goals and an environment in which they can thrive.