Customer Care and Sales Advisor at Sparklight providing customer support and sales assistance. Engaging with customers about billing, services, and product changes while meeting sales goals.
About the role
- Vivo Support Specialist handling escalations and improving customer service through AI engagement. Collaborating across various teams to enhance the overall support experience.
Responsibilities
- Act as the first point of escalation for AI-handled contacts across all channels (chat, email, and emerging).
- Confidently manage customer interactions via digital channels and handle select phone or video escalations where human connection is needed.
- Collaborate with our social media and brand teams to manage proactive communications and responses on public-facing platforms.
- Lead or support smaller initiatives related to reviews platforms, trust-building content, and external feedback sites.
- Partner with logistics and carrier teams to troubleshoot post-purchase issues, including delivery errors and tracking gaps.
- Work closely with ecommerce and product teams on feature updates, customer-impacting releases, and launch readiness from a support lens.
- Monitor, support, and contribute to the management of AI support bots, helping to optimise performance, review handovers, and train/improve automations.
- Support internal documentation and knowledge sharing that helps the wider Vivo Support team remain aligned on new processes and escalations.
Requirements
- Experience in a customer-facing, digital service, or experience-led operational role (not necessarily a call centre).
- Comfortable working across chat, email, and live communication tools like phone or video where required.
- A natural troubleshooter and problem-solver who enjoys collaborating with different teams.
- Strong communication skills and the ability to handle sensitive or public interactions with clarity, empathy, and professionalism.
- Familiarity with Zendesk or similar support platforms is helpful; a willingness to learn is essential.
- Bonus if you’ve worked alongside AI, bots, or knowledge systems.
- Calm under pressure and confident owning a situation from start to resolution.
- You'll also need to be able to come out London Hub office twice a month (the rest of the time you'll work from home) and be happy with 5 days per week over a 7 day period (weekends on rotation).
Benefits
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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