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Customer Implementation

4 months ago

Norwich, United Kingdom Epos Now Full time

**Company location**:

- Norwich, Norfolk

**Shift pattern**:

- 8hr shifts across Evenings and Weekends

**Salary**:

- Pro-rata circa £10,000 per annum to £15,000 per annum based on 2 & 3 shifts per week. More available if required.

**About the company**:
Welcome to Epos Now - we're a leading fintech business, with a mission to help small businesses grow and thrive using our cloud-based software. We are rapidly developing (with offices across the world), and want to expand our Onboarding teams to support further growth this year.

**About the role**:
A positive and confident communicator, with an excellent telephone manner, you will be the first interaction for many prospective customers looking for a tech-led solution to their challenges. As a member of the customer support team, you will play a key role in handling customer support calls to onboard new customers and resolve any queries timely and efficiently.

**Responsibilities:
- Deliver training for new customers as part of their onboarding process
- Take inbound customer support calls, answer webchats and tickets
- Where appropriate, escalate and accurately record customer data
- Conduct remote trouble-shooting and training sessions with clients
- Develop and maintain an in-depth knowledge on all products and services
- Working to call time and upselling targets, using a “soft sales” approach to proactively identify growth opportunities and attend to customer needs

**Requirements:
- Driven and proactive - Can work independently and is determined to succeed **(essential)**:

- Organised - Manage diary, phone and update systems with great attention to detail **(essential)**:

- Resilient - Can bounce back from challenging customers, remaining calm and professional while dealing with volume calls **(essential)**:

- Personable - Able to keep calm and show empathy for customers **(essential)**:

- Tech-literate and knowledgeable - Have a basic understanding of Android, iOS and Windows Operating Systems, a basic knowledge or experience in using Google Suite, and an awareness of customer CRM systems and data input **(preferred, not essential)
**Benefits:
- Progression and increased basic salary through performance targets
- Earn uncapped commission through an “inbound sales” approach
- Life, medical and dental insurance
- Exclusive retail, restaurants, travel and accommodation discounts
- 24/7 access to health/well-being online centre
- Company celebratory events (summer and winter)
- Long service and half annual awards