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)