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Customer Support Onboarding Consultant

4 months ago

Manchester, United Kingdom Epos Now Full time

**Company location** - Manchester (Remote Work from home but must be local to Manchester)

**Shift pattern** - Monday - Friday 10pm - 7am (occasional weekends)

**Salary** - £21,750.00 plus £2400 unsociable shift allowance | 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.

**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
- 20 days annual leave, plus bank holidays
- Private Medical and Dental cover
- 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?**
- 8 hour shift
- Monday to Friday
- 10pm - 7am
- Weekend availability

Supplemental pay types:

- Bonus scheme
- Bi-annual Performance bonus

**Experience**:

- Customer Service: 1 year (required)
- Account Management (preferred but not essential)

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

**Salary**: £21,750.00 per year

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

**Salary**: From £24,150.00 per year

**Benefits**:

- Company pension
- Life insurance
- Private dental insurance
- Private medical insurance
- Referral programme
- Wellness programme
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday
- Night shift
- Weekend availability

Supplemental pay types:

- Performance bonus

**Experience**:

- Customer service: 1 year (required)
- Call Centre: 1 year (required)

Work authorisation:

- United Kingdom (required)

Shift availability:

- Overnight shift (required)

Work Location: In person

Application deadline: 09/06/2023
Reference ID: UKIMP
Expected start date: 12/06/2023