Customer Service Specialist (VOIP / Telecommunication) - #34576 - Remote Eligible

Customer Service Specialist

Are you passionate about delivering excellent customer care and resolving complex issues? We're looking for an experienced Customer Service Specialist with a background in telecoms or VoIP to take ownership of customer complaints and escalations. This role is all about making sure our customers feel listened to, valued, and supported.

You'll be the go-to person when customers need help the most. That means combining empathy with problem-solving, and clear communication with commercial awareness. It's a chance to join a small, ambitious team where your work makes a real difference to both our customers and the wider business.

Founded in 2023, our Telecommunications client was built because businesses deserve a provider that's reliable, fast, and obsessed with delivering the best tools for business communication.

They are passionate about business communications, continuity, collaboration, and productivity. That means they are also dedicated delivering better service, support, and reliability – and making business phone systems and internet easier and more convenient for our clients.

They also know that future-focused businesses deserve future-ready solutions like WhatsApp integration, call recording, on-hold marketing, remote working solutions, and call reporting.

Duties and Responsibilities:

• Be the main point of contact for escalated customer complaints and service issues.
• Investigate problems thoroughly, working with technical teams to find lasting solutions.
• Communicate clearly and with empathy by phone and email, keeping customers updated throughout.
• Take ownership of cases from start to finish, ensuring a positive outcome wherever possible.
• Track recurring issues and share insights with management to improve processes.
• Produce simple, clear reports on complaints and customer feedback.
• Support and mentor offshore/remote support staff where needed.
• Play a key role in building a culture of excellent customer service across the business.