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