About Company
Sky is Europe’s leading media and entertainment company, connecting 23 million customers across seven countries to the best entertainment, sports, news, and broadband. We’re a diverse, thriving business that understands the importance of putting our customers first. From groundbreaking technology to award-winning content, we’re constantly innovating to deliver an exceptional experience. We believe in creating a supportive, inclusive, and dynamic environment where our people can do their best work, feel valued, and grow their careers. Joining Sky means being part of a team that’s passionate about delivering world-class service and shaping the future of entertainment and connectivity.
Job Description
Are you a natural problem-solver with a passion for helping people? Do you thrive in a dynamic, customer-focused environment where every interaction is an opportunity to make a difference? Sky is looking for enthusiastic and dedicated Customer Experience Representatives to join our remote team, based in Manchester, England. This is an exciting opportunity to become the friendly voice of Sky, guiding our customers through their journey with us from the comfort of your own home. As a Customer Experience Representative, you will be at the forefront of our customer interactions, providing exceptional support and building lasting relationships. You’ll handle a variety of inquiries, from troubleshooting technical issues with broadband and TV services to explaining billing details, recommending products, and resolving service-related concerns. Our ideal candidate is someone who is not just adept at resolving issues efficiently, but also genuinely enjoys connecting with people, understanding their needs, and ensuring they feel heard and valued. You’ll be empowered with comprehensive training and cutting-edge tools to confidently address customer queries, anticipate their needs, and provide tailored solutions. We believe in empowering our teams, so you’ll have the autonomy to make decisions that positively impact our customers, backed by a supportive leadership team. This remote role offers flexibility, but requires a dedicated home office setup that meets our technical requirements for a stable internet connection and a quiet workspace. If you’re looking for a role where your empathy, communication skills, and commitment to service can truly shine, and where you can contribute to a leading entertainment and telecommunications company, then we encourage you to apply. Join us and help Sky continue to deliver an unmatched customer experience.
Key Responsibilities
- Engage with customers via phone, email, and chat to resolve inquiries and provide support.
- Diagnose and troubleshoot technical issues related to Sky's broadband, TV, and mobile services.
- Explain complex product and service information clearly and concisely to diverse customers.
- Proactively identify customer needs and recommend suitable Sky products or services.
- Maintain accurate records of all customer interactions and transactions in our CRM system.
- Collaborate with internal teams to escalate and resolve complex customer issues effectively.
- Adhere to company policies and procedures, ensuring data privacy and customer satisfaction.
- Continuously learn about new products, services, and system updates to provide up-to-date information.
- Contribute to a positive team environment, sharing best practices and supporting colleagues.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening and empathy skills to understand customer needs.
- Proven problem-solving abilities and a methodical approach to troubleshooting.
- Proficiency with basic computer applications and the ability to learn new software quickly.
- Ability to work independently in a remote setting with minimal supervision.
- Reliable high-speed internet connection and a quiet, dedicated home workspace.
- Strong organizational skills and time management.
Preferred Qualifications
- Minimum 6 months of experience in a customer service, call center, or client-facing role.
- Experience with CRM software (e.g., Salesforce, Zendesk).
- Familiarity with telecommunications or media products and services.
- A passion for technology and entertainment.
- Ability to adapt to changing priorities and customer demands in a fast-paced environment.
Perks & Benefits
- Competitive salary package and performance-based incentives.
- Comprehensive paid training program.
- Generous holiday allowance.
- Private healthcare package.
- Discounted Sky TV, broadband, and mobile services.
- Pension scheme.
- Access to a wide range of learning and development opportunities.
- Employee assistance program.
- Dedicated equipment provided for your home office setup.
How to Apply
If you are a motivated individual passionate about delivering outstanding customer experiences from a remote setting, we encourage you to apply! Please click on the application link below to submit your CV and cover letter, detailing your relevant experience and why you are the ideal candidate for this role. We look forward to hearing from you!