Customer Support Agent
Hertfordshire (Full time)
Permanent Role - Salary up to £30k Per Annum Plus Benefits
We have partnered with a digital platform company who are looking to hire a Customer Support Agent to join their rapidly expanding team support the development of their customer service strategy and to ensure users receive exceptional service and support.
Skills required for the of the Customer Support Agent:
- Respond to user inquiries and support requests via email, chat, and phone in a timely and professional manner.
- Assist users with account-related issues, content management, platform navigation, and other technical or general queries.
- Troubleshoot and resolve user problems, escalating complex issues to higher-level support or relevant departments as needed.
- Provide clear and concise information, guidance, and solutions to enhance user satisfaction and experience.
- Maintain comprehensive records of user interactions, support requests, and resolutions.
- Collaborate with the moderation and community management teams to address content or behaviour-related concerns.
- Continuously learn about platform updates, features, and policies to provide accurate information and support.
- Gather user feedback and report common issues or areas for improvement to help refine support processes and platform functionality.
- Contribute to creating and updating support documentation, FAQs, and help resources.
Skills required for the of the Customer Support Agent:
- Candidates who are bilingual (French, German, Spanish & Italian preferred) are desired.
- Proven experience in customer support, preferably in a digital or online platform environment.
- Excellent communication skills, both written and verbal, with a strong ability to connect with users.
- Strong problem-solving skills with the ability to handle challenging situations calmly and effectively.
- Familiarity with support ticketing systems, CRM tools, and other customer service software.
- High attention to detail and accuracy in managing user requests and documenting interactions.
- Ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Knowledge of digital platforms and user experience best practices is a plus.
- Availability to work flexible hours, including evenings and weekends, if needed.
Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates