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