Purpose of the Role:
The Onboarding Team is the first point of contact in the customer journey, ensuring a smooth transition onto the 4Com network. You will be responsible for coordinating the installation of new services and the transfer of existing services from other providers, working closely with suppliers and internal departments to deliver an excellent customer experience.
Key Responsibilities:
• Managing incoming orders for migrations, new connections, and changes to existing services.
• Ordering and monitoring the progress of orders using the online systems.
• Programming new routers for End Users and requesting equipment to be delivered to site.
• Communicate via phone call and follow up by email all correspondence.
• Resolve any provisioning faults.
• Liaise with all 3rd party suppliers and support teams during life of orders and early life failure.
• Answer incoming calls from internal customers in a professional and timely manner.
• Updating in-house database with relevant information to ensure that all information relating to broadband set up and installation is correct
• Where necessary arrange surveys & liaise with the installation department to make sure all customer requirements are met.
• Collecting relevant information to ensure the engineer is appropriately informed for the all customer visits.
• Deciding and implementing alternate installation routes, to complete installations as swiftly as possible
• Outbound communication during installation/site moves
• Handling inbound calls through the call centre relating to incoming installation queries
• Answering internal and external email enquiries relating to installations
• Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet.
• Periodically review the company Security Policies – centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements.
• Carry out any ‘ad hoc’ assignments as and when required.
• To be compliant with health and safety company policy and legislation.
Educational Qualifications – Essential:
(Training, Professional memberships, Accreditations)
Experience, Knowledge & Expertise – Essential Experience
• Strong Customer Service Skills
• Admin experience • Attention to Detail
• Problem Solving & Escalation Management
