Helpdesk and Customer Experience Apprentice Boxx Communications Ltd

Boxx Communications Ltd · Competitive · Milton Keynes
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The Customer Experience Agent plays a vital part of the Service Delivery Team and often acts as the first point of contact for customers. You will work in all aspects of the business - dealing effectively with all customer enquiries such as first-line tech support and admin tasks, providing excellent customer service and satisfaction always.

You should also have a keen attention to detail for customer retention, with the ability to recognise upsell and renewal opportunities to our existing customers. The agent would be responsible for processing each enquiry to a satisfactory conclusion or escalation. If you are tech-savvy and passionate about customer experience, this may be the role for you!

Key responsibilities:

  • Identify, resolve, report and log customer issues using our CRM systems and tools
  • Providing first-line support with Telephone, internet, Mobile and UC communications queries
  • Perform remote troubleshooting through diagnostic techniques
  • Manage new and existing enquiries end to end & across CRM platforms liaising with customers and suppliers
  • Provide customer information about other products and services
  • Identifying potential for additional sales, renewal and upsell opportunities providing intelligence to the sales team
  • Liaise with other members of staff where complex issues require their assistance, including arranging appointments for customers where necessary

The ideal candidate would be a passionate and bright all-rounder with a keen interest in technology and a willingness to learn. At boxx, we recruit on attitude and personality above experience; if you like the sound of us, then dont be shy get in touch!

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Requirements and prospects

Desired skills

Experience & Skillset:

  • Computer Literate, with excellent verbal and written communication skills across all levels
  • Highly organised, coupled with the ability to prioritise effectively
  • Good general understanding and interest in technology

Personal qualities

  • Excellent problem-solving skills
  • Ability to use own initiative, be proactive & decisive taking responsibility for own actions
  • Self-motivated, honest and reliable

Desired qualifications

GCSE Grade C/4 or above in maths and English (or equivalent qualification).

Future prospects

A full time position will offered to the apprentice after full completion of the apprenticeship if they demonstrate the right skills and attributes.

Things to consider

Candidates applying should be aware that the boxx team are predominantly based remotely and from home. However, they do have a small office space based in MK centre with good train and bus links.

Parking spaces nearby, charged at local council rate

Candidates will need to be local or happy to commute into Milton Keynes city centre whenever necessary to their office space.

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About the employer

Based in Milton Keynes, yet with a national engineering network, Boxx specialise in providing bespoke telecommunications solutions to businesses large and small.

Boxx is a privately owned company and with over 25 years telecoms experience between them, Directors Dean Burgin & James Green are committed to growing the business organically, with a consultative & collaborative approach to sales. This is achieved by delivering service excellence, careful selection of suppliers and ensuring a commitment to continuous improvement.

Employer

Boxx Communications Ltd

https://www.boxxcomms.co.uk/

Address

324

Witan Gate West

Milton Keynes

MK9 1EJ

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Training

Training provider

REMIT GROUP LIMITED

Applications for this apprenticeship are being processed by Remit Ltd

Contact

Natalya Saunders

A Digital Applications Technician helps their organisation and its internal users to maximise the use of digital technologies and adapt to and exploit changes in technology to meet organisation objectives and maximise productivity ensure effective use of digital office technologies, productivity software, digital communications, including collaborative technologies, and digital information systems to achieve objectives.

A Digital Service Technician supports the external customers and clients of their organisation through a wide variety of digital channels, to help them access and receive services, to coach and support them in their use of the digital systems; to support them to complete and submit information remotely and to diagnose and resolve their problems in relation to their access to and use of the digital technologies.

You should also have a keen attention to detail for customer retention, with the ability to recognise upsell and renewal opportunities to our existing customers. The agent would be responsible for processing each enquiry to a satisfactory conclusion or escalation. If you are tech-savvy and passionate about customer experience, this may be the role for you!

Key responsibilities:

  • Identify, resolve, report and log customer issues using our CRM systems and tools
  • Providing first-line support with Telephone, internet, Mobile and UC communications queries
  • Perform remote troubleshooting through diagnostic techniques
  • Manage new and existing enquiries end to end & across CRM platforms liaising with customers and suppliers
  • Provide customer information about other products and services
  • Identifying potential for additional sales, renewal and upsell opportunities providing intelligence to the sales team
  • Liaise with other members of staff where complex issues require their assistance, including arranging appointments for customers where necessary

The ideal candidate would be a passionate and bright all-rounder with a keen interest in technology and a willingness to learn. At boxx, we recruit on attitude and personality above experience; if you like the sound of us, then dont be shy get in touch!

__________________________________________________

Requirements and prospects

Desired skills

Experience & Skillset:

  • Computer Literate, with excellent verbal and written communication skills across all levels
  • Highly organised, coupled with the ability to prioritise effectively
  • Good general understanding and interest in technology

Personal qualities

  • Excellent problem-solving skills
  • Ability to use own initiative, be proactive & decisive taking responsibility for own actions
  • Self-motivated, honest and reliable

Desired qualifications

GCSE Grade C/4 or above in maths and English (or equivalent qualification).

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