Job Description

This is a permanent role being a part of the customer services operations for the publisher team. Duties include managing administrative processes for Broadband Genie and liaising with our customers and clients.
You will be a highly organized individual, capable of devising, implementing and seeing through key processes while undertaking professional communications with all stakeholders. 
The primary role will cover customer services, client management and reporting, and all associated administrative processes. Regular duties will include, but not be limited to:

• Liaising with customers regarding any offer queries and gathering key information
• Logging and tracking all queries from customers
• Sending relevant information to broadband providers
• Receiving and processing responses from providers on queries
• Communicating to providers/customers when queries are solved
• Devising and monitoring KPIs for Customer Service Management and response times
• Reporting to the Broadband Genie team the number of queries and relevant KPIs on a weekly basis
• Reporting how many have been solved/outstanding and details regarding any delays
• Ask questions internally for any queries you’re unable to resolve or if key issues arise that you need to escalate
• Check and update online content via our CMS (Content Management System)
• Monitoring and updating on-site product listings
• Liaising with providers about onsite offer changes
• Carrying out daily checks about onsite KPIs
• Resolving any key issues from daily checks or raising internally

Required Knowledge, Skills, and Abilities