Customer Service Supervisor

1 month ago

Oxford, United Kingdom Zzoomm Plc Full time

At Zzoomm we have four simple values: Responsive, Open, Agile, Reliable. We call these the ROAR values. As these are extremely important to our culture and success, we believe all our employees should live by these values and demonstrate them daily.

As a key member of the Zzoomm team, you will enjoy working in a team that is continually evolving, working at pace, and sometimes thinking outside the box to make things happen. You will be keen to learn and develop in your role; we understand this may be at your own pace and role dependant. You will be open and honest and show that you are reliable.

Our brilliant Care Team take calls on absolutely everything from technical matters to residents in our areas asking what we are all about. The main purpose of your role is to delight our customers and customers to be, by helping them diagnose and fix issues they may have with their service.

This can be either technical or account and billing related together with answering questions and concerns, and providing information about our services.

We want our customers to love what we do and recommend us to everyone they know, and you will be in the front line with the power and support to surprise and delight our customers. Even better, if you are a Zzoomm customer yourself you will be able to speak with great experience

You will be a key part of the Zzoomm team, working with every department especially field support and engineering to make sure our customers are supported and love the Zzoomm experience.

The case will either be resolved by you or you will arrange for other teams to get involved on your behalf. With support from your colleagues, it will be yours to own and co-ordinate. This gives a great customer experience that really stands us out from the crowd.

You will be known for maintaining a positive, empathetic and professional attitude. You will be a brilliant communicator of complex technical things across different channels, calm under pressure, you will bring energy and passion to your work.

As a customer advocate, you absolutely believe in keeping your promises and are a person who is trusted. You will form strong working relationships with the field service, technical, commercial and billing teams and will have a knowledge of what our services can do for customers that is second to none.

Your key responsibilities are:

- Prioritising and sorting customer service issues.
- Progressing open cases to resolution.
- Coordinating other Zzoomm team members to help with service issues.
- Always keeping the customer up to date with progress.

Sometimes helping out the front-line care teams if things get busy
- Building documentation libraries, how-to guides, and training materials.
- Collaborating with cross-functional teams to identify and resolve complex customer issues.
- Conducting thorough research and analysis to troubleshoot and resolve customer concerns efficiently.
- Escalating critical customer issues to the CSM and appropriate departments for prompt resolution.
- Identifying trends and patterns in customer complaints and suggesting and implementing solutions to prevent future issues.
- Assisting in the support, development and improvement of customer service processes and procedures.
- Participating in team meetings and training sessions to enhance product knowledge and customer service skills.
- Maintaining accurate and detailed records of customer interactions and issue resolutions.
- Demonstrating a high level of professionalism and empathy while interacting with customers.
- Sharing of tasks between myself and the other care team systems support to ensure workload is equal and effectively managed.
- Training the trainer on new system processes to ensure effective handover of finished processes to the customer team.
- Identifying gaps, errors, and areas for improvement in line with current customer team processes to ensure that the team is able to expedite quickly and efficiently.
- Being a key player involved in the forward planning of new systems rollouts, supporting the customer team manager to ensure that all team requirements are met.
- Investigation and resolution of complex cases and issues arising from current systems
- Completing administrative tasks including but not limited to:

- Account changes for customers such as regrades.
- Loading of manual orders for special promotions.
- Completion of adhoc urgent projects
- Co-managing the live customer regrades.
- Extraction of data to be used and planning of projects related to data cleanup.
- Deputising on occasions for the team trainer and CSM as needed

You will report to the Customer Care Manager, who in turn reports to The Head of Customers

You will be working every day with a range of departments across the business as well as our customers.

You may also be required to undertake other related duties not listed in this Job Description from time to time, these may be ad hoc, but always supporting the needs of the business
- You w

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