Customer Onboarding Consultant

4 months ago


Norwich, United Kingdom Epos Now Full time

**Job title**:Customer Onboarding Consultant

**Company location**:Norwich, Norfolk

**Shift pattern**:Monday - Friday 9am - 6pm (occasional weekends)

**Salary**:£21,760.00 - £23,000 plus bonuses

**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.

As a leading embedded finance, payments, and POS provider, we are proud to empower our existing and new customers with our award-winning solutions, helping them to successfully scale their businesses and increase their operational efficiencies.

**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

**R **e **quirements**:

- 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) Bilingual: English and Arabic speaking

**Benefits**:

- Progression and increased basic salary through performance targets
- 20 days annual leave, plus bank holidays
- Life, Pro 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

**What are the next steps?



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