Business Customer Service

England, London
Full benefits
22 Sep 2016
20 Oct 2016
Chris Edge
Job Title
Customer Services
Industry Sector
Contract Type
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


  • 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


    • 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


    Birthday Day

    Charity Day

    Childcare Vouchers

    Summer and Christmas Parties

    Company Sick Pay


    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