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Customer Support Agent
3 months ago
Customer Support Agent - Full time - 18 month contract - Glasgow HQ
At itison, we believe life is about the experience. Our mission is to connect our 1.7 million members with the best local experiences to share with their favourite people. We partner with over 5,000 local and national businesses, create spectacular events, operate top-notch Glasgow bars and restaurants, and run our charitable arm, itison us, to give wonderful experiences to those in need.
Based in Glasgow, we are proud of our culture, team, and environment.
About our Customer Support team
Our Customer Support team is the glue that holds it all together. We work closely with operational teams to deliver exceptional service, even when things go awry. We believe in empathy-driven support and are on the hunt for someone who can champion this mission with us.
Contract : the role is initially an 18-month contract, with a view to a permanent position if the opportunity arises. Working hours : normal hours will be 36.5 hours per week across a 7-day rota, 9am – 5.30pm. The team works 5 days over 7. In peak periods some evening work may be required up to 7pm. Location : the role is fully based in our Glasgow HQ, just off George Square.What you'll be working on
You'll be the point of contact for customers who have questions about our deals and events, or who might need help booking/enjoying one of our experiences.
When things don't go to plan, you'll be there to turn it around and do your best to make sure every customer has an amazing experience.
Your day to day
Deliver excellent customer service over the phone and email Troubleshoot and resolve issues quickly and effectively Keep a positive and professional attitude while juggling a caseload of enquiries Work at pace to get through your daily caseload efficiently whilst also giving great service Use your communication skills to provide clear, friendly support Collaborate with the team to keep improving the customer journeyYou should apply if:
Customer-focused : you have a calm, positive outlook and genuine passion for helping people Adaptable : you thrive in a fast-paced setting and enjoy managing varied cases Problem solver : you're great at resolving issues on your own and using your initiative Communication ace : you have excellent written and verbal communication skills People person : you're a good listener and can build rapport quickly Tech-savvy : you're comfortable with computers and can learn new systems fast Resilient : you work well under pressure and bounce back from occasional setbacks Independent: you're a great team player but can work equally well independently and manage your own caseload of enquiries Experience in the hospitality sector would also be advantageous.
What's in it for you?
Salary £22,800 p.a 15% staff discount on 50% discount in itison owned venues Private healthcare Pension scheme Enhanced maternity/paternity Birthday holiday Duvet days and summer/winter school (flex-time, our way) Learning grant to develop your skills outside of work Volunteering time Great team socials Amazing HQ with lunchtime pilates, gym, cereal bar, and endless fruit bowl Town Hall Fridays: end the week with your drink of choice while teams share their successes No recruiters or agencies