Job Description

We are looking for candidates who have exceptional customer service skills and a passion for helping customers. The role involves assisting business customers with the set up and on-boarding of their accounts. Providing a white glove service to all customers, building a relationship with the customer to understand their business need’s, and delivering bespoke, high-quality support from start to finish of their setup. You’ll be required to work 37.5 hours per week, 8am to 4pm.

• Delivering exceptional customer service to our customers during their on-boarding journey.
• Taking ownership of tickets and progressing them through to closure.
• Providing a great customer experience while acting in a professional and understanding manner when liaising with customers on the phone, via email, or chat.
• Keep precise and meticulous records of customer interactions, steps completed, and information gathered.
• Prioritise and process customer help requests in a fast-paced environment.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Go the extra mile to engage with customers and understand their business needs.
• Having an interest in products to advise and assist customers in setting up and choosing right products for their business.
• Be proactive in spotting areas of improvements to be made, report to colleagues and management so the service provided to customers can be improved.

We offer extensive benefits for our employees which include the following:

• 22 Days Annual Leave + 1 extra day for length of service up to a maximum of 25 days (1 day accrued per year and this will be added onto the following years entitlement).
• A paid day off on your birthday (or, as near to this date as possible and depending on business needs).
• Company Pension Scheme (if you pay a minimum 5% and we will pay in an additional 3%).
• Comprehensive training programme.
• Free premium gym membership.
• Free drinks, snacks and fruit in the office.
• The option to join a private healthcare scheme.
• Fun, collaborative working environment.

Required Knowledge, Skills, and Abilities

You’ll have experience and/or qualifications in the following areas:

• Excellent written and verbal communication skills.
• An interest in information technology and preferably Microsoft Office 365.
• Experience supporting customers in a multi-channel contact centre environment is preferred. 
• Able to meet and exceed team and individual key performance indicators and targets.
• Act in a professional and understanding manner when dealing with customers.
• Able to work to operate within pre-defined company SLAs.
• Able to work to deadlines.
• Able to take ownership of problems and see them through to resolution.
• Able to be proactive when dealing with customer requests and needs.
• Strong interpersonal skills.
• Be a team player.
• A desire to help others work towards targets and develop their skill set.