Customer Support Representative
6 months ago
**Salary**: £21,450 (£11 an hour)
**Location**: North Ferriby, Hull (3 days in the office, 2 days at home). Initial training, full time in the office.
Role overview
Key to this role is ensuring we meet agreed SLA’s (Service level agreements) and deadlines, the role will be varied and cover a wide range of tasks.
Key role responsibilities
- Effectively handle, manage, resolve, and log customer contacts received through a range of customer support channels in a timely and professional manner
- Drive continuous improvement of products, service, and support strategies
- Take ownership, managing, investigating, resolving, and logging customer contacts and enquiries
- Manage technical product issues and identify root causes to determine appropriate solutions to resolve customer issues to a high standard
- Create and implement Customer Services Plans and support strategies for assigned projects
- Provide technical support and assistance to customers throughout their contract lifetime.
- Identify and advocate for serviceability and support requirements throughout the product life cycle
- Optimise customer satisfaction and meet defined quality and regulatory standards for contact handling and associated administration.
- Work effectively as a team and autonomously
- Support customers with help requests, technical issues, complaints, suggestions, and praise received through a range of customer support channels
- Be able to communicate effectively and listen to a customer’s specific situation and needs
- Ability to maintain a calm approach and work effectively under pressure
Education and experience requirements
**Essential Skills & Experience**:
- Proven experience in effectively communication with customers, clients or similar.
- Strong comprehension skills and attention to detail to ensure customer contacts are read and interpreted correctly
- Collaborative approach and the ability to build internal relationships both within the team and the wider business
- Ability to take initiative, be self-motivating, act proactively
- Working within a multi skilled environment
- Have a very positive work attitude including flexibility and willingness to work
- Initiative and ability to make informed decisions within the remit of their role
- Ability to maintain a calm approach and work effectively under pressure
Desirable Experience
- Management of customer complaints.
- Working in a high-volume environment to meet customer expectation.
- Decision-making and bringing innovation to problem solving
- IT literacy, demonstrable commitment to continuous improvement of the Customer Experience
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