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Company : First Source Solutions UK Ltd
Job Title : Giffgaff (Working From Home)
Job Category / Job Sector : Call Centre / Customer Services / Sales Agents
Job Reference : _1848
Job Description :
It all started just overnine years ago, the beginning of a unique and exciting partnership between us at Firstsource and giffgaff. We started working with giffgaff from before the go live date, setting up all the member service processes and supporting them to get this fantastic network up and running. We`ve had some great success over the years seeing through some big changes for the better and winning a ton of awards. This year alone we have won three NOA awards (Best Outsourced Customer Service Team, Best Business Process Outsourcing Team & Telecommunications, Utilities and High-Tech Outsourcing Project of the Year) and a European Call center award (Outsourcing Partnership of the Year). So...if you`re interest in becoming part of this epic team, keep reading.

What is giffgaff?

For the past five years giffgaff have been the mobile network that marches to the beat of their own drum. They looked at the state of the mobile network market and said "there has to be a better way" and they found it. Operating online only, they offer their members contract free packages at an excellent price, allows its members to affect change to the business, promotes a sense of community between its members encouraging them to help each other when they run into problems. This approach has certainly paid off as giffgaff has won numerous awards of the past five years including the Which? Best Telecomm Services Provider in 2013 and 2014.

Giffgaff - The mobile network run by you.


Do you tirelessly help your fellow giffgaff members each day in the giffgaff forums? Do you share your extensive knowledge of giffgaff with the community? If so then you may be the right person to join our Member Services Team.

As a Member Services Agent you will be working directly for Firstsource in collaboration with giffgaff. You will assist giffgaff members, like yourself, with any problems or questions they may have. These can be about giffgaff, an account, all things mobile, tech related or sometimes completely random. Members contact agents using the Ask an Agent form on the giffgaff website and an agent replies in writing to the members.

You will be expected to provide the kind of excellent experience you would expect from giffgaff, taking each member`s query, finding the best possible resolution and provide a unique response that`s tailored to that member`s needs. To do this you will have to use empathy, investigative stills and sometimes think outside the box to find the giffgaff way of solving a problem.

You will be based at home- managed under our Derry/Londonderry offices

Reporting relationships:
You will have a very helpful and supportive Team Leader

Minimum Requirements for Hiring:
Here`s what you need to quality

-Minimum required score (as per Recruitment Evaluation score sheet) in the General Aptitude test
-Typing speed of 25 wpm with 85% accuracy
-English - written structure & Expression - rating of Average or above (as per Selection data form)
-Should be able to speak fluently in conversational English
-Familiarity with Windows 7, Internet Explorer 8 and Google Chrome
-Willingness to work split shifts and during holidays/weekends

Minimum Skills required before going live:
Here`s what you`ll need to get the job done

-You believe in the giffgaff way of doing things
-You can investigate and question an issue to get to the bottom of things
-Excellent writing skills, clear & concise
-You can think and make decisions on you own and believe in your own judgement
-You can work with and support those around you.
-You can communicate well and explain complicated situations in a way that anyone can understand
-Delivers outstanding Member service by taking ownership of queries and aspiring to resolve each Contact first time (except where specified in the Operational Procedures).

Meeting the following will help your chances

-You know everything about giffgaff as a company
-You know all the ins and outs of Services provided & Plans Offered
-You have been active on the forum, and have a lot of experience helping other members
-You have experience in working in a customer service focused environment
-You have a Grade C or above in English and Maths at a GCSE level (or equivalent)

Salary: £15,600.00 (pro-rata for part-time).
Hours of work: Average working week for Member Service Associate is 40 hrs. (This will include working split shifts)
Holidays: 29 days including 8 public holidays.
Business operational hours are 8am to 11pm seven days a week; you will be expected to have a degree of flexibility within these hours

Whilst this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from particular jobs and to assign other duties as necessary.

Skills (Years Experience) :
Language Requirements :
Employment Type :
  • Permanent
Salary/Rate : From: 15600  To: 15600 £ GB per year
Other Information
Min. Qualifications :
Min. Experience (Years) : Unspecified
Job Location : United Kingdom - UK
Post Date : 19 Jun 2017
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