Mobile Customer Support Specialist

Join Our Dynamic Team as a Mobile Customer Support Specialist! 🌟

Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you!

What will you be doing? 

The Mobile Customer Support Specialist exists to provide high-quality technical and service support to customers using Babble’s mobile services. The role is responsible for resolving customer queries, diagnosing service issues, managing incidents through to resolution, and delivering an outstanding customer experience while ensuring adherence to operational processes, service levels, and compliance requirements.

Accountabilities and Deliverables: 

• Deliver exceptional support for customers using Babble mobile services
• Respond to incidents and service requests within agreed SLAs
• Troubleshoot mobile connectivity, SIM, usage, roaming, and service-related issues
• Diagnose and resolve technical issues or coordinate escalation where required
• Maintain ownership of customer incidents through to resolution - Communicate proactively with customers regarding progress and resolution updates
• Liaise with network operators regarding faults, outages, and service-impacting incidents
• Identify recurring issues and contribute to root cause analysis activities
• Support service improvement initiatives that enhance customer experience and operational efficiency

Core Competencies:

• Understand each requirement in full.
• Build strong relationships while dealing with customer cases
• Ability to manage multiple support cases simultaneously
• Can perform daily support case reviews and understands when to progress/escalate.
• Focus on being an internal advocate and voice for the customer to enhance both the customer experience and Babble’s offerings
• Is prepared to own every case for the assigned customers and ensure they are resolved in a timely and comprehensive fashion
• Ability to use all communication mediums between customers and the company to ensure a smooth customer experience.
• Excellent trouble shooting and problem-solving abilities

Key Performance Indicators

• First contact resolution
• Internal and external SLA measures
• Case quality

· Strong written and verbal communications skills

· Proven Customer focus

· Minimum 2 years’ experience in a customer service role

Why work for Babble?

• Annual Leave: 20 days’ paid holiday
• Public Holidays: 12 paid bank holidays
• Pension: Statutory pension provision
• Sick Leave: 20 days’ statutory sick pay
• Working Pattern: 10‑day fortnight
• Work Environment: Full‑time, office‑based role
• Parental Leave: Statutory maternity and paternity leave

The recruitment journey

We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview over Teams and possibly a follow up interview and competency testing depending on the role requirements.

Direct Candidates Only

Babble | Leading UK Cloud Solutions Provider