Customer Service Representative

5 months ago


Sheffield, United Kingdom SoloProtect Ltd Full time

The role of the Customer Service Representative is to support the Customer Success Team in managing the day-to-day relationships with customers, throughout the duration of the contract. If you are interested in building a career in Customer Success or Sales, it's a great starting point

**Responsibilities**
- Provide technical advice and first-line support in response to customer queries.
- Maintain product, service, and competitor knowledge to meet customer needs.
- Liaise with Key Contacts/Managers for account and device setup.
- Initiate calls to build trusted relationships with clients.
- Follow up on incomplete device setups and training.
- Attend meetings and provide necessary documents/reports.
- Adhere to service level agreements and ensure data integrity.
- Manage customer reporting requirements.
- Provide excellent telephony support and issue alarms.
- Encourage product usage and meet usage targets.
- Resolve customer complaints and improve service.
- Proactively address training needs and reduce handling times.
- Manage outstanding queries and device collections.
- Ensure quality assurance on all work.
- Support departmental projects when needed

**Essential Requirements**
- Education: GCSE standard / NVQ Level 2 or Level 3 in Business and Administration
- Strong written and verbal communication skills
- Highly organized, with a flexible approach to work
- Ability to commute to our Sheffield office
- Experience with telephony systems and customer support is preferred

**Previous Experience Relevant Requirements**
- Demonstrated experience in a similar administrative role
- Familiarity with office software and basic computer skills
- Experience in customer service or client-facing roles is advantageous.

**What we offer**
- Competitive salary
- Performance bonus
- 25 days annual leave plus bank holidays
- An industry-leading referral scheme with no limits on the number of referrals
- Home, remote or office-based working (you choose)
- Ongoing training opportunities
- Access to private healthcare
- Employee Assistance Programme
- Pension scheme
- Bike-to-work scheme
- Modern office with kitchen facilities, including a pool table and dart board
- Free secure parking

**About SoloProtect**

SoloProtect has been a market leader in personal safety technology since 2003, with huge experience as a lone worker device manufacturer, mobile app developer, monitoring centre operator, and safety solution provider. We deliver industry-leading service to employers in 14 countries and our safety devices are used and trusted by over 320,000 lone workers across the private, public and third sectors.

**Additional Information**

Due to industry standards, all successful applicants will be vetted in accordance with BS7858

**Dedicated to diversity**

At SoloProtect we believe different ideas, perspectives and backgrounds are key to developing a creative working environment that delivers real results. It’s why you’ll find us championing diversity and equality at every turn.

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

- Sheffield: reliably commute or plan to relocate before starting work (required)

**Experience**:

- similar or administrative: 1 year (required)
- providing telephone support in a professional setting: 1 year (required)
- providing technical advice to customers or colleagues: 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in Sheffield



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