We have a fantastic opportunity to join a Customer Support Team, on a temporary basis for a period of 12 weeks initially. As a Customer Support Specialist, you will be a front-line support for our clients' customers. Providing service and maintenance solutions through telephony and online support, you will play a pivotal role within their operation to ensure that they deliver their customer promises and constantly strive to deliver standards of excellence.
Role & Responsibilities:
- Manage inbound and outbound contact in a timely manner
- Follow communication guidance when handling technical scenarios
- Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives
- Build sustainable relationships and engage with customers by going the extra mile
- Assist in the scheduling of engineer visits
- Collaborate with team members and field engineers
- Provide tailored advice and recommendations
- Promote customer feedback through online platforms
- Ensure resolution of customer issues by taking ownership of customer concerns and complaints, working with stakeholders to ensure achieve and exceed standards
- Maintain accurate records on the internal systems providing a clear and concise audit trail
- Drive sales through service, retention, and loyalty
- Meet personal/team performance targets
Knowledge and Experience Required:
- 3 years experience in a customer service role
- Excellent written and verbal communication skills
- Attention to detail and excellent organisation skills
- Service-orientated with an empathetic and pragmatic approach
- A team player who can collaborate with all levels of stakeholders
- To embrace a culture of innovation, trust, and empowerment
- Resilient, find solutions to day-to-day challenges
- Efficient in your approach, ensuring the needs of the customer and the business are considered when making decisions
- Ability to work with Microsoft Office 365
Additional Information:
9 am – 5 pm Mon – Fri (2/3 Days per week in the office – Tues & Weds or Tues / Weds / Thurs)