Business Customer Service

Exciting Opportunity to join a leader on software supply. Amazing team and offices with passion in their people as a core value. Social offices.
Progressive, no scripts - all down to you and your style.

Client Details

Leading Global Software provider

Description

• Great knowledge of own product and can efficiently distinguish between user related queries and system related issues, before handling/ re-assigning appropriately
• Excellent case management of own cases, providing regular customer updates and achieving SLA
• Focus on reducing volume of knowledge and process gap queries raised by:-

• Identifies gaps in knowledge articles and creates documents (where knowledge allows) and requests new/updated knowledge articles via agreed internal process
• Primary response to incoming calls, creating excellent first impression by being knowledgeable, helpful, friendly and genuinely caring about providing best and speediest case resolution
• Manage own time effectively while adjusting to constantly changing priorities/volumes of work and asks for help/offers help as required
• Completes team admin tasks as and when required
• Identify customers taking disproportionate amount of time/raising high volume of user related cases and present solutions to Deputy Manager using Salesforce data
• Constantly improving own product knowledge and technical skills, requesting training where required
• Provides suggestions and supports change, contributing to optimum service levels and efficiency
• Proactively provides relevant educated feedback/information to line manager
• Takes an active interest in business communication and always contributes to business/customer success where possible
• Highlight any risks/challenges to Shift Leader immediately

Profile

• Genuinely happy to answer the phone and speak to customers all day
• A methodical problem solver with an inquisitive, investigative mind and pays attention to detail
• Pro-active, flexible approach to work- willingness to work various shifts to support a 24/7 workplace
• Excellent communication and customer service skills, dealing with customers at all levels in a friendly, professional way
• Team player always supporting colleagues, open and sharing knowledge
• Lives the company values and is accountable, reliable and takes responsibility for own actions
• Ability to explain functionality and processes to customers
• Builds strong relationships within the Company

Job Offer

Client Service Support with Unlimited growth

£19k

Birthday Day

Charity Day

Childcare Vouchers

Summer and Christmas Parties

Company Sick Pay

Healthcare

Pension Contribution

Buy or sell up to 3 days holiday per year

Free fruit 4 days a week

Holiday increments

Life Insurance

New parent payments

Recommend a friend

Cycle to work scheme

Study assistance

Season ticket loan