Customer Service Executive

3 days ago

Bristol, United Kingdom Care Management Systems Ltd Full time

**Customer Service Executive**

**Department**: Customer Engagement
**Role Type**: Full Time
**Role Level**: Associate (Junior / Middleweight)
**Location**: Bristol, England
**Role type**: Hybrid (Hybrid mix of home working and at head office, Bristol)
**Salary**: Circa £19,500 - £26,500 (DOE)

**Who are we after?**
Are you a confident, experienced and passionate junior or middleweight Customer Services Advisor or Executive?

Are you completely customer focussed, but have the ability to be commercially minded at the same time?

If so, we have the perfect opportunity for you in our new and expanding Customer Services team

**How would we describe the role in a nutshell?**
Reporting to and supported by the Head of Marketing & Customer Engagement and the Customer Service Manager, we need someone to come in and play a pro-active role in our customer services activities.

Working across a variety of incoming and outgoing mediums, you will be a crucial part of ensuring that our customers are provided a ‘Grade A’ experience every time they need our help.

Whether you’re answering inbound customer calls, responding to help desk tickets, or holding live chats online, you’ll take pride in providing our customers with the level of service that meets and exceeds their expectations.

To do this, you will need to be a natural at empathising with customers and handling a range of emotional levels in order to ascertain their requirements and identify efficient and suitable solutions to their issues.

**What would your average day-to-day look like?**
Working with your customer service colleagues, you will be happy to take ownership of dealing with 1st line inbound and outbound customer support items and tickets. As a ‘can do’ problem solver, you’ll also need to be able to take complex technical information and translate it into understandable outcomes for customers with a range of IT literacy levels and capabilities.

When not doing this, you will be happy working across a range of other projects, including customer and prospect data handling and enrichment, and supporting pro-active customer engagement campaigns.

As a team providing essential customer support, you will also be happy to play your part alongside your colleagues in our out-of-hours support rota.

Working in a young, friendly and informal SMB atmosphere, the ability to work autonomously as well as under guidance and as part of a busy team are essential. You’ll be happy formulating and suggesting ideas, managing assigned workloads, organizing projects, as well as taking ownership of your remit.

No two days will be the same, so if you like predictable and lazy days, unfortunately this role isn’t the one for you However, if you are looking for an exciting and fast paced (but realistic) environment with plenty of room to develop and grow your skill set and career, this could be perfect for you

**Education and Experience**:
We understand that everyone is on their own career pathway, and you may not have had the chance to gain hands on experience of everything we say we’re after, but that doesn’t mean you wouldn’t be an asset to our business.

**Customer Service Experience**:

- Experience of customer call handling (incoming and outgoing calls)
- Experience of providing 1st line customer support
- Experience of data gathering and cleansing to ensure a high accuracy level
- Experience of building strong relationships with customers from initial contact
- Ability to understand a customer’s initial issues and requirements and identify a clear plan of action to address them appropriately
- Ability to display empathy towards a customer and professionally resolve their issues in an efficient manner
- Ability to problem solve and diagnose low level hardware faults and issues, escalating to technical colleagues when appropriate
- Ability to adapt your communication style and content dependent on a customer’s level of technical understanding
- Experience of working with Help Desk software

**Training and Support Experience**:

- Experience of providing remote low level technical support and training
- Ability to adapt your training or support style to meet the technical understanding of an audience

**Account Management Experience**:

- Ability to identify customer issues and collaborate with colleagues to resolve them
- Ability to identify customer requirements and concerns and communicate these internally to the business
- Experience of working in collaboration with internal teams / departments colleagues

**Reporting and Analysis**:

- Ability to review, report on, analyse and garner insight from activity data to influence future activity and processes with a view to providing a better customer experience

**Customer Service Processes**:

- Ability to organise and prioritise to ensure delivery of your workload
- Ability and confidence to communicate with customers and internal teams
- Ability and confidence to work autonomously when req

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