You must be a fluent Welsh speaker - this is a fully remote role
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You will be responding in a friendly, supportive, and timely manner to all customers who make contact via telephone, email or written communication or via system generated tasks.
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Answer calls from Welsh and English speaking Customers
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Deal with written communications from Welsh and English Speaking Customers
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Support service delivery with administrative / data entry tasks to ensure all SLAs are achieved.
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Provide customers with accurate, relevant and useful information regarding all aspects of company services.
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Acting as the first line of support, triaging customers’ technical queries through identification of the problem itself, fault logging and signposting accordingly.
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Ensure that all customer queries are fully resolved or escalated through the appropriate channels.
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Ensure the complete and effective resolution of customer’s immediate queries or concerns at first point of contact.
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Contact customers using structured communications, adopting an empathetic and consultative approach
You will be:
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Able to communicate fluently in Welsh and English
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Proficient using IT, including but not limited to Microsoft packages.
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Excellent Communication skills both verbal and written.
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Good problem-solving skills and a focus on quality
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Understanding of confidentiality and handling sensitive data
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Flexible, adaptable, and able to multi-task and multi-skill if and when required.
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Self-motivated with a positive attitude.
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Able to pay attention to detail with focus on quality for data entry input.
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Ability to work toward targets.
A background in customer service and the ability to work in a confidential manner with sensitive data is desirable