Customer Support Onboarding Consultant

2 weeks ago


Norwich, Norfolk, United Kingdom Epos Now Full time

Company location - Norwich, Norfolk

Shift pattern - Monday - Friday 9am - 6pm (occasional weekends)

Salary - £22,250.00 plus bonuses

About the company:


Welcome to Epos Now - we're a leading fintech business, with a mission to help small businesses grow and thrive using our cloud-based software.

We are rapidly developing (with offices across the world), and want to expand our Onboarding teams to support further growth this year.


About the role:


A positive and confident communicator, with an excellent telephone manner, you will be the first interaction for many prospective customers looking for a tech-led solution to their challenges.

As a member of the customer support team, you will play a key role in handling customer support calls to onboard new customers and resolve any queries timely and efficiently.


Responsibilities:

  • Deliver training for new customers as part of their onboarding process
  • Take inbound customer support calls, answer webchats and tickets
  • Where appropriate, escalate and accurately record customer data
  • Conduct remote troubleshooting and training sessions with clients
  • Develop and maintain an indepth knowledge on all products and services
  • Working to call time and upselling targets, using a "soft sales" approach to proactively identify growth opportunities and attend to customer needs

Requirements:

  • Driven and proactive
  • Can work independently and is determined to succeed
    (essential):


Organised
  • Manage diary, phone and update systems with great attention to detail
    (essential):


Resilient
  • Can bounce back from challenging customers, remaining calm and professional while dealing with volume calls
    (essential):


Personable
  • Able to keep calm and show empathy for customers
    (essential):


Techliterate and knowledgeable
  • Have a basic understanding of Android, iOS and Windows Operating Systems, a basic knowledge or experience in using Google Suite, and an awareness of customer CRM systems and data input
    (preferred, not essential)

Benefits:

  • Progression and increased basic salary through performance targets
  • Earn uncapped commission through an "inbound sales" approach
  • 20 days annual leave, plus bank holidays
  • Life, medical and dental insurance
  • Exclusive retail, restaurants, travel and accommodation discounts
  • 24/7 access to health/wellbeing online centre
  • Company celebratory events (summer and winter)
  • Long service and half annual awards

What are the next steps?

  • 8 hour shift
  • Monday to Friday
  • Night shift 10pm 7am
  • Weekend availability

Supplemental pay types:

  • Commission Pay
  • Bonus scheme
  • Biannual Performance bonus

Experience:

Customer Service: 1 year (required)

Job Types:
Full-time, Permanent

Salary:
£22,250.00 per year

Job Types:
Full-time, Permanent

Salary:
£22,250.00 per year

Benefits:

  • Company pension
  • Free parking
  • Life insurance
  • Onsite parking
  • Private dental insurance
  • Private medical insurance
  • Referral programme
  • Wellness programme

Schedule:

  • 8 hour shift
  • Day shift
  • Monday to Friday
  • Weekend availability

Supplemental pay types:

  • Commission pay
  • Performance bonus

Experience:

  • Customer service: 1 year (required)

Work Location:
In person

Application deadline: 09/06/2023

Reference ID:

UKIMP
Expected start date: 12/06/2023

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