Business Customer Service

Location
England, London
Salary
Full benefits
Posted
22 Sep 2016
Closes
20 Oct 2016
Ref
13763418/001
Contact
Chris Edge
Job Title
Customer Services
Industry Sector
Technology
Contract Type
Permanent
Hours
Full Time

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:-


  • Sharing knowledge articles (external)
  • Advising of best practice/customer process (external)
  • Highlighting benefits of customer communities (external)
  • Identifying functionality gaps to PDT representative (internal)


    • 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