The Role: Business Support Assistant

Type: Full time/Permanent

Salary: £16,500 + KPI bonuses

Location: Belfast


What is the role?

We are currently recruiting for a desk-based Business Support Assistant to provide exceptional support to a team of dedicated sales and account managers by delivering an attentive and focussed service to customers.


What you’ll be doing:

  • Liaise with networks to resolve customer issues.
  • Process SIM swaps for customers.
  • Add and remove bars on customer phones for international use and lost/stolen phones.
  • Liaise with networks to add or remove minutes and text bundles.
  • Process customer claims and check IMEI numbers to ensure phones are still in warranty.
  • Investigate & resolve customer billing queries.
  • Handle first line technical support queries for customers.
  • Process customer number cancellations as required.
  • Process PAC codes requests for customers moving to another network provider.
  • Organise handset repairs and liaise with customers regarding the process and status of the service.
  • Ensure all paperwork is completed for transfer of ownerships including credit vets and sending e-services.
  • Deal with customer queries and requests such as number changes, setting up direct debits, billing queries, technical issues and downgrades.
  • Carry out reception duties as and when required.
  • Create and send out zero usage reports to customers.
  • Liaise with the O2 network to add numbers to boost boxes at customer premises.
  • Attend Apple appointments on behalf of customers.

What you’ll need:

  • Good standard of education; minimum GCSE (including maths and English) or equivalent.
  • Excellent communication and interpersonal skills including verbal, written and active listening skills.
  • Strong organisational skills.
  • Ability to work autonomously
  • Working knowledge of Microsoft Office packages
  • Excellent team working skills
  • One year’s experience working within a similar environment.

You also might have:

  • Experience working with CRM software
  • Background in customer service
  • Experience in telecommunications

What we’ll give you:

  • 28 days annual holidays
  • Company pension scheme
  • Child care voucher
  • Career progression opportunities
  • Continuous training
  • Internal company incentives including all expenses paid trips

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