About Company
AT&T is a global leader in telecommunications, media, and technology. For over a century, we’ve been connecting people and businesses, pushing the boundaries of innovation to deliver cutting-edge services that shape how the world connects. Our commitment to our customers is at the heart of everything we do, from pioneering advanced networking solutions to providing essential broadband services and engaging entertainment. We pride ourselves on fostering a diverse and inclusive work environment where every employee can thrive, grow, and contribute meaningfully to our mission of creating connections that matter. Join a team dedicated to excellence and making a real impact on millions of lives every day.
Job Description
Are you passionate about helping people and thrive in a fast-paced, customer-focused environment? AT&T is seeking dedicated and empathetic Remote Customer Support Representatives to join our dynamic team based from your home in Swansea, Wales. In this vital role, you will be the first point of contact for our valued customers, providing exceptional support and resolving inquiries related to our wide range of products and services. From troubleshooting technical issues to assisting with billing questions and educating customers on new features, your goal will be to ensure a seamless and positive experience for every interaction. This is an incredible opportunity to work for a global brand from the comfort of your own home, leveraging your excellent communication and problem-solving skills to make a tangible difference. We are looking for individuals who are self-motivated, technically proficient, and possess a genuine desire to go above and beyond for our customers. If you’re ready to embark on a rewarding career where your contributions are valued and your professional growth is supported, we encourage you to apply.
Key Responsibilities
- Provide outstanding customer service via phone, chat, and email, addressing inquiries and resolving issues efficiently and courteously.
- Diagnose and troubleshoot technical issues related to AT&T's internet, mobile, television, and other services.
- Assist customers with account management, billing inquiries, service upgrades, and product information.
- Educate customers on AT&T product features, benefits, and service options to enhance their overall experience.
- Accurately document all customer interactions, resolutions, and follow-up actions using designated CRM software.
- Adhere strictly to company policies, procedures, and service level agreements (SLAs).
- Collaborate with internal teams and escalate complex issues to ensure timely and effective resolutions.
- Maintain a high level of product and service knowledge to provide informed and accurate support.
- Handle sensitive customer information with confidentiality and professionalism.
Required Skills
- Minimum of 1 year experience in a customer service or contact center role.
- Excellent verbal and written communication skills with a clear and professional phone etiquette.
- Strong problem-solving abilities and critical thinking skills to diagnose and resolve customer issues.
- Proficiency with computer systems, web-based applications, and CRM software.
- Ability to work independently and manage time effectively in a remote work environment.
- High level of empathy, patience, and active listening skills.
- Reliable high-speed internet connection (minimum 25 Mbps download/5 Mbps upload) and a quiet, dedicated home workspace.
- Flexibility to work various shifts, including evenings and weekends, as required.
Preferred Qualifications
- Previous experience in a remote customer service or technical support role.
- Familiarity with telecommunications products, services, or industry terminology.
- Experience with multi-channel support (phone, chat, email).
- IT troubleshooting knowledge or experience with network diagnostics.
- A levels or equivalent vocational qualification.
Perks & Benefits
- Competitive annual salary with performance-based incentives.
- Comprehensive health and wellness benefits package.
- Generous paid time off, including holidays and sick leave.
- Opportunities for continuous learning, career growth, and professional development within a global company.
- Company-provided remote work equipment (e.g., headset, software).
- Employee discounts on AT&T products and services.
- Supportive and collaborative virtual team environment.
- Pension scheme contribution.
How to Apply
To apply for this exciting remote opportunity, please click on the application link below. Ensure your resume highlights your customer service experience, technical proficiency, and ability to thrive in a remote work setting.