Name: Stacey Killon
Title: Customer Support Advisor
Connect Total Team Spotlight
When did you join Connect Total Communications and tell us about your day to day role?
I joined the company in April 2016. My role is to answer customer queries and to complete the administrative tasks for setting up new lines, new customer accounts and ordering handsets. I also make the necessary changes to existing lines, whether that be something simple like placing a divert or swapping a sim card or something a little more in depth such as transferring a number from one account to another or looking into why a customer’s bill is higher than expected. I also complete reviews of whole accounts to ensure that their monthly bill is as low as it can be.
Outside of looking after our customers I also make sure that our Lewes office is well stocked with the stationary supplies that we need.
What skills do you need for that role?
I need to be organised and have a good understanding of how the different networks deal with the different administrative tasks that we need to complete. Not all customers understand the more technical side of our industry, so it is important to be able to relay information from the network to customers in a way that is clear, and they can understand. Our department also works very closely as a team, so being a team player and helping each other out is key.
What’s the most rewarding part of working for Connect Total Communications?
The two most rewarding parts of my job are when I can resolve an issue for a customer who is frustrated, upset or angry and they are genuinely happy with the outcome and the service that they have received and secondly when I can save a customer money by recommending a different tariff or a bolt on.
And the most challenging?
The most challenging part of my role is ensuring that I keep up to date with all the tariffs available and procedures for all networks so that I can ensure that I am always providing customers with the correct information.
Tell us a random fact you about yourself!
I met the Queen and Prince Charles at Westminster Abbey during the Commonwealth day ceremony.