Customer Support Specialist

3 weeks ago

London, Greater London, United Kingdom Compass Education Full time

About the Role

We are seeking a highly skilled and enthusiastic Customer Support Specialist to join our dynamic Support team at Compass Education. As a key member of our team, you will play a vital role in providing exceptional customer service to our clients, ensuring they receive the best possible experience with our School Management Information Systems (MIS).

Key Responsibilities

  • Provide phone, email, and live chat support to external clients, responding to their queries and resolving issues in a timely and professional manner.
  • Empower schools to get the most out of our software by maintaining the UK Help Centre and providing excellent customer service.
  • Ensure your knowledge of the Compass platform is up to date and thorough, imparting product knowledge to schools to improve their ability to use the software.
  • Manage communications through various channels, including live chat, emails, and phone calls, ensuring that customer inquiries are resolved efficiently.
  • Log and monitor tickets within Zoho, ensuring we meet our Service Level Agreement (SLA).
  • Stay informed of developments in the Compass platform and keep abreast of news from the Department for Education to ensure the advice you give is up to date and accurate.
  • Educate schools on the effective use of our software, identifying areas where training or customer success input would improve the customer experience.
  • Develop and maintain Help Centre Articles, ensuring that our clients have access to accurate and comprehensive information.
  • Monitor the Compass Community, engaging with clients and providing support where needed.

Requirements

  • A passion for delivering exceptional customer service and a drive to go the extra mile to ensure customer satisfaction.
  • Excellent listening and analytical problem-solving skills, with exemplary verbal communication skills.
  • The ability to build relationships and rapport quickly and effectively across a wide range of stakeholders and personalities.
  • The ability to work autonomously, but also as part of a team, to achieve our goals and objectives.

What We Offer

  • A dynamic and fast-paced work environment, with opportunities for growth and development.
  • A flexible working culture, with a focus on work-life balance.
  • Learning and Development opportunities, to help you achieve your career goals.

About Compass Education

We are a global provider of School Management Information Systems (MIS), supporting over 3,000 schools in Australia, Ireland, and the UK. We are committed to making the school day more productive, impactful, and enjoyable, and we are seeking like-minded individuals to join our team.

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