1st Line Customer Support Executive

2 weeks ago


Sheffield, United Kingdom Agilio Software Full time

**1st LINE CUSTOMER SUPPORT EXECUTIVE - DENTAL**

**JOB DESCRIPTION**

**Background**:
Agilio Software Group is the UK’s largest provider of back office, compliance, and workforce solutions in primary care and dental.

We have ambitious and exciting growth plans and are looking for talented individuals to be part of our journey.

**Job purpose**:
Purpose of the role is to provide a high standard of customer service to dental customers with the aim to increase customer retention of dental products

**You will be responsible for**:

- Responding to customer queries through inbound and outbound telephone calls, chats, and tickets with the upmost care
- Putting yourself in the customers shoes to understand any issues the customers may face whilst using Agilio products
- Maintaining internal databases and systems with up-to-date information
- Assisting customers with registration or account creation
- Ensuring the Agilio customer experience standards are always met
- Following the set SLAs within the customer support team when handling customer queries: first response time, resolution time, next response time, customer satisfaction
- Escalating enquires to Customer Success, iTeam and Compliance and teams where needed
- Identifying areas for upselling and cross-selling additional Agilio products.

**The skills and experience which we are looking for in our 1st Line Customer Support Executive are**:
**Essential**
- Have a logical approach to problem solving to assist the customer
- Organised, able to work on multiple things at once, work under pressure
- Have excellent communication skills - written and verbal
- Attentive to customer’s needs
- Able to work unsupervised, on your own and as part of a team

**Desirable**
- Have experience working within a dental practice

**Additional Information**

This is a full-time role based in Sheffield, with the option for hybrid working available

**Salary**: Competitive salary and generous benefits:

- Income Protection
- Life Assurance
- Enhanced pension
- Health Cash plan
- 28 days annual leave + bank holidays
- Sick pay scheme
- A range of flexible benefits available through our Agilio Flex portal

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

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- Life insurance
- Sick pay

Schedule:

- Monday to Friday

Ability to commute/relocate:

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

Work Location: Hybrid remote in Sheffield



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