Global Customer Support Consultant

London (Central), London (Greater)
26 Oct 2021
26 Nov 2021
Full Time
Contract Type

Company Description

Inmarsat has been at the forefront of global mobile satellite communications for over forty years, and is the market leading provider of voice and high-speed data communications for users on land, at sea and in the air through its constellation of 14 geostationary satellites.  Inmarsat is a privately owned company with a profitable track record and significant growth aspirations. This is represented by more than 55 nationalities in the workforce, reflecting the global and dynamic nature of the business. With an investment of over $3 billion in its latest network infrastructure, Inmarsat is at the forefront of global mobile communications innovation.

Chief Operations Office 

Inmarsat’s Chief Operations Office (COO) plays a vital role managing the services that keep our business running and delivering to our customers. COO consists of 9 functions including: Satellite Operations, Network Operations, Service Assurance, Service Delivery Aviation and Customer Assurance, Service Delivery and Supply Chain, Project Management Office, Global Cyber Security and Group IT

Job Description
Primary role purpose:

As a Customer Service Consultant, you’re the provider of great customer experience.  You will build rapport by interacting with customers via email and telephone, providing solutions that not only meet expectations but shatter them.

Our customers can be anything from our end users to distribution partners, i.e. it could be a fisherman on a boat in the Atlantic, or a ship approached by pirates outside Somalia. No 2 days are the same and that is what makes the job so unique and interesting. Please note that we are not a call centre and we do not wear headsets.

Key Responsibilities

Respond to requests for customer assistance in person, via telephone, electronically within the agreed SLAs
Logging, updating and creating tasks as required on the MSD
Handling incoming calls and logging, updating and creating tasks for customer queries and cases as required using corporate CRM systems
Handling customer complaints in accordance to the GCO complaints procedure, updating internal systems
Close liaison with internal and external customers to provide regular updates on customer queries
Research customer issues, referring to a local directory of information to handle customer queries
Provisioning, activating and de-activating terminals, managing suspensions and sim activations across all satellite constellations
Checking invoices on behalf of billing and providing customer updates as required
Providing call data records for customer usage as required by customers
Troubleshooting of network, hardware and application issues, updating systems and customers as required
Managing assigned cases in line with customer expectations and departmental SLAs and KPIs
Close liaison with customers, providing updates and or appropriate action to resolve queries
Identifying and escalation to management situations requiring urgent attention
Staying current with system and product information, changes and updates
Other duties as required by the line manager
Essential Knowledge and Skills

Professional telephone manner
Tele communications background
To be able to communicate effectively at all levels with a good grasp of the English written language
To be able to conduct initial troubleshooting and diagnostics on all enquiries
Able to operate within a multilingual customer base
Ability to assimilate information and respond accordingly
PC literate
Desirable Knowledge and Skills

Have a working technical knowledge of:

IP data and circuit switched data/voice connectivity, ideally within the satellite communications or telecommunications sector.
Understanding of network concepts (LANs and WANs)
Mobile communications technologies such as Satellite Communications, Cellular Telephony, GSM, GPRS, 3G, UMTS
Wireless Networking technologies such as WiFi® and Bluetooth®
Circuit switched voice and data, e.g. ISDN / Fax / voice and video conferencing
An awareness of different types of computer based applications and the data they generate.
Awareness of the various Inmarsat services and products
Additional Information
You must be eligible to work in this location advertised.

Inmarsat Values: 

Our values define Inmarsat’s culture and represent what we believe in. Inmarsat employees aspire to certain behaviours which support our corporate values, they create a stronger working environment and lie at the heart of our continued success as an organisation.

Accountability – taking ownership, getting results and keeping our promises
Respect – collaborating, embracing diversity and valuing differences
Excellence – creating bold solutions for our customers and putting quality at the heart of everything we do

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