Customer Support Specialist

2 weeks ago

Cardiff, Cardiff, United Kingdom Focus Resourcing Limited Full time
Job Description

Our client, a leading company in the heart of Cardiff City Centre, is seeking a skilled Customer Support Specialist to join their dynamic team on a permanent basis.

In this exciting role, you will support the Query Manager with Zendesk triaging initial inbound queries from commercial customers, utilizing your excellent communication and problem-solving skills.

This is a varied position, and we are ideally seeking candidates with good experience of dealing with utilities, energy management, administration, and customer contact.

Flexible hours will be between 8:00am – 5:30pm Monday to Friday, with opportunities for hybrid working after training.

Key Responsibilities:

  • Triage and manage Zendesk tickets, prioritizing and resolving less-complex queries to reduce backlog.
  • Review data omissions within Zendesk and ensure these are completed.
  • Escalate complex queries to the relevant manager, maintaining accurate records and communicating effectively with stakeholders.
  • Handle various queries via the CRM system Zendesk or via phone, including utility invoice queries and site queries.

What we're looking for:

  • Microsoft Excel experience.
  • Optima and Zendesk or a similar ticketing software experience.
  • Experience in utilities or property management would be great, but not essential.
  • Attention to detail and good ability to work under pressure.
  • Strong written and verbal communication skills.
  • Good mathematical skills and a keen eye for numbers.
  • Team player.
  • Good telephone manner.

Salary & Benefits:

The salary for this role will depend on experience but will be between £22,500 – £25,000.

Benefits are excellent and include:

  • 25 days holidays per year plus bank holidays.
  • Hybrid working after training (2 days WFH, 3 days office).
  • Company performance bonus.
  • Regular pay reviews based on key objectives.
  • Employee assistance program including access to mental health and healthcare benefits.
  • Regular company awards, events, socials, and team building.
  • Genuine opportunities for training and career development.
  • City centre location with easy access to transport links.

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