Customer Support Agent

3 months ago

London, United Kingdom Global Radio Services Full time

Customer Support Agent

**Reporting of the role**

This role reports to Customer Support Manager

**Overview of job**:
A Hybrid working pattern 3 days office, 2 home, Monday to Friday (with very occasional weekends) located in our Holborn office working with the UK’s best loved Radio Brands including **Heart, Capital, Smooth, Classic FM** and more.

Our ambition, for customers (internal and external) is to ensure every interaction with Global is a positive experience. As a Customer Support Agent, you will typically be the first person our customers speak with, so you have a great responsibility of providing callers with a positive experience. Our app, Global Player, is a key product, you will provide first line support to users, and you will also take Switchboard calls, transferring business callers within the entire Global business.

**3 best things about the job**:

- There is variety in every day and every customer interaction
- Working across the entire business.
- Making everyone's day brighter

**Measures of success**:
**In the first few months, you would have**:

- Achieved customer satisfaction scores of up to 85%
- Responding to customer enquiries at volume.
- Taken an active part in team activities and sharing information.

**Responsibilities of the role**:

- Provide first line support to our Global Player (App and Web) users.
- Resolve enquiries first time.
- Handle enquiries, complex enquiries and complaints.
- Passionate about customer satisfaction.
- Case management - Manage customer enquiries to resolution, taking ownership for the solution.
- Enter customer information into our systems
- Identify trends and intensify priority issues
- Conduct other administrative tasks as requested
- Be an active part of the Customer Support Team

**What will you need**:

- Previous experience as a customer service or customer relations agent, is important. You will have experience of working in a contact centre environment or a small customer service team previously.
- Experience in handling complex customer enquiries and complaints.
- Excellent communication skills - your written skills are as good as your conversation
- Superb customer service skills
- Able to respond quickly and provide effective customer service in a fast-paced environment
- Strong problem-solving skills

**Everyone is welcome at Global**:
Just like our media and entertainment platforms are for everyone, so are our workplaces. We know that we can’t possibly serve our diverse audiences without first nurturing and celebrating it in our people and that’s why we work hard to create an inclusive culture for everyone. We believe that diversity will set us apart, so no matter what you look like, where you come from or what your favourite radio station is, we want to hear from you.

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