Customer Engagement Advocate

What we’re all about:

Any company can tell you about how they are a multi award winning, market leading business and yes, we are both of those things in the world of IoT connectivity! But we’re more than that. 🌍✨ Our mission? To make IoT management a breeze for any device, anywhere. With over 20 million IoT subscriptions active in 165 countries and direct partnerships with 50+ mobile networks, we connect you to more than 750 networks worldwide, delivering unmatched value across the IoT connectivity chain.

Innovation is in our DNA, and we have an insatiable hunger to ‘wow’! 🚀 While we may not always get it right, our drive to collaborate, innovate, and achieve top-notch customer satisfaction never wavers. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. Our expertise spans across various sectors, including industry, agriculture, healthcare, security, transport, utilities, and smart cities.

IoT… a fancy acronym or a secret code?

The Internet of Things (IoT) is like the magical glue that keeps the world connected! 🌐✨ From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot, IoT is everywhere—even if you don’t realize it. At Wireless Logic, we provide cutting-edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.

Role Overview:

As a Customer Engagement Advocate, you are at the heart of the Service Operations Team! Your mission: to connect with customers, solve problems, and drive self-service to ensure top-tier support. You’ll be at the front line, guiding customers through their SIM troubles, triaging and creating lasting relationships along the way; a custodian of our Customers Experience!

Being the advocate who understands the customer's needs in order to prioritise Enterprise customer issues across the service function. Being proactive and providing a level of comfort during planned or unplanned incidents and assisting in notification comms. 💬🔧

Your Daily Quest :🌎

• 1st Line Support - Diagnose and resolve issues with SIMs.

• Collaborate & Connect – Build relationships and work with colleagues, suppliers, customers, and 3rd party service providers. Connect with customers via phone, messaging conversations, Zendesk (CRM) & Proactive Campaign.

• Customer Champion - Advocate the use of the SIMPro self-serve portal and create effective solutions!

• Troubleshooting Wiz - Help customers navigate issues with troubleshooting, password resets, and system diagnostics. Use Zendesk, SIMPro, and messaging conversation tools to manage and resolve queries.

• SLA’s - Use reporting tools like Zendesk, PowerBI, Salesforce, and SIMPro to make proactive, fact-based decisions. Utilise these reports to ensure standards of service expectations and SLAs (Service Level Agreements) are met.

• Onboarding & Training – Executing smooth and timely customer onboarding, supporting the customers journey and hosting platform training.

• Care Agent- Being a dedicated first point of contact for operational queries for Enterprise customers. Ensure customer satisfaction and deliver excellent service at every touchpoint.

• Customer Communications- Managing customer communications during planned or unplanned maintenance and business updates.

• Customer Feedback- Managing customer feedback by completing deep dives and assist in identifying ways of improvement

Secondary Focus: 📈

• Support Your Team - Help with platform and product readiness, training, knowledge base contribution and more!

• Customer Experts- Ensuring customer data within Zendesk and SIMPro (CRM’s) are maintained with up-to-date and accurate information.

• Continuous Improvement - Identify, create, and implement ways to improve Customer Engagement.

The above list of job duties is not exclusive or exhaustive and the postholder will be required to undertake such tasks as may reasonably be expected within the scope of the role or department.

The Secret Sauce:🍨

• Communication - Your ability to engage with customers and colleagues is key.

• Attention to Detail - Stay organized and deliver exceptional service.

• Time Management & Organisation- Strong skill set required to work unsupervised and on own initiative

• Problem Solver - Tackle challenges head-on in a fast-paced environment.

• Tech-Savvy - Experience with tools like Excel, PowerPoint, and Zendesk is a plus!

• Customer Focused - With a minimum of 2 years’ experience in customer service/ success or advocacy, you understand complex processes and are ready to make an impact.

What Will Make You Shine At Wireless Logic: 😇

• Proactive & Enthusiastic - Approach challenges with a positive and logical mindset!

• Collaborative Spirit - Share your knowledge, learn from others, and be a team player.

• Data-Driven - Use your analytical skills to uncover insights and drive improvements.

• Customer Obsessed - Always go the extra mile to exceed customer expectations and business needs.

Why Come Work With Us?👋

Here’s why we’re confident you’ll love being part of our team:

• 🚀 The chance to join a creative, entrepreneurial company where bold ideas are celebrated.

• 🎓 Full training, ongoing support, and the tools to help you thrive and grow in your role.

• ❤️ We’re a company with heart. We genuinely care about our people and make sure everyone feels valued, respected, and part of the family.

For UK: Benefits Of Being Part Of The Team: 🎁

• 25 days holiday

• Buy up to 5 days additional holiday

• Birthday Day off

• Enhanced Maternity/Paternity Leave

• Group Company Pension Scheme

• Private Medical Insurance

• Discounted Gym membership at over 3000 Gyms

• Dental cover

• Optical cover

• Company Sick Pay Scheme

• Cycle to work scheme

• Access to a variety of online discounts on major retailers

• Employee assistance program

Ok, I'm Interested, What’s Next?🙌

Thank you so much for your interest in Wireless Logic Group, we appreciate the time and emotion that goes into an application.

We will review all applications within five working days and be in touch with those who have been shortlisted to the next stage. Unfortunately, due to volume we are not able to get back to everyone individually so if you have not heard back from us unfortunately you have not been successful on this occasion but would love to stay in touch for future opportunities.

Overview of interview process at Wireless Logic:

• Tele Interview – Meet the people team😊

• 1st Interview (Virtual) - Meet your manager 😀

• 2nd Stage (Face to Face)- Meet your peers😁

If you require reasonable accommodation during the application and selection process, please let us know. We will work together to best meet your needs.

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home. We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process, but we are currently excited to have our employees experience our office culture as much as possible.

Wireless Logic Group unites and brings people together. We accomplish this when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture we aim to reflect the world’s diverse voices both internally and externally to ensure success in our mission.

By applying for this role, you are consenting for us to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access, erase or restrict the holding or processing of your data please contact us ([email protected]) and we will respond to your query as soon as possible.