Graduate Customer Support Advisor

**Graduate Customer Support Advisor - **Career opportunity supporting a corporate account.
**Remote first** with ace interaction with your team and manager via teams and regular catch ups.
Wonderful maturing **SaaS / Tech** business with amazing growth over the last decade - Young, dynamic team, great people - Global business, modern and polished with ace values.
**Competitive starting salary - superb benefits and opportunity**
As part of the overall support function you'll be the first team member to support this enterprise client account. Full training - while the roll out over the next 3-6 months is complete.

This role would suit a **graduate with **1-3 years customer support experience** who interested in software and tech and has a passion for customer support. We’re looking for an articulate communicator and problem-solver.

This is an outstanding SaaS business and a Duval favourite client. Amazing growth, wonderful values, remote working, fantastic culture. What are you waiting for?

**The Role**:
You will provide top-notch customer service across multiple communication channels, including live chat and telephone calls. Addressing inquiries and resolving issues quickly you’ll need to bring outstanding decision-making skills to ensure that every guest has a memorable experience. You’ll also handle technical queries from our customers and partners so some knowledge of technology would be an advantage.

Additionally, you will play a crucial role in sharing feedback across the business to help improve our product and service.

**Responsibilities**:

- Manage and resolve customer complaints in a professional and effective manner; escalate appropriately to ensure timely resolution.
- Maintain an in-depth knowledge of the products or services of both Purple and our partners to provide informed assistance and promote their benefits.
- Record full details of customer interactions, transactions, and complaints.
- Accurately categorising issues raised.
- Provide basic technical support for products or services as needed.
- Identify opportunities to enhance customer experience and provide proactive advice or solutions.
- Gather customer feedback and insights to help improve products, services, and overall customer experience.
- Work closely with other departments, such as Sales, Marketing, and Technology, to ensure customer needs are met and issues are resolved efficiently.
- Participate in training sessions to improve product knowledge, customer service skills, and compliance with company policies.
- Meet or exceed performance metrics related to customer satisfaction, call handling time, response time, and resolution rates.
- Follow all company policies and procedures, as well as legal regulations relevant to the role.

**We are looking for**:

- Ability to articulate information clearly and effectively over the phone and in writing.
- Able to understand issues raised by end users in a variety of industries.
- Can provide thoughtful, patient support; handling and resolving issues calmly and efficiently.
- Will deliver a proactive approach to identifying needs and setting expectations.
- Able to think quickly and analytically; making decisions based on the information available in real-time, thinking creatively to resolve issues.
- A quick learner with an interest in technology, experience of CRM systems would be an advantage.
- Effective time management, prioritising tasks appropriately whilst handling multiple inquiries and issues simultaneously.
- Can build relationships with colleagues quickly, maintaining professionalism in all interactions.
- Flexible and willing to adapt to changes.
- Ability to understand technical information and be able to relay that to end users confidently.

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

Pay: £24,000.00-£28,000.00 per year

**Benefits**:

- Additional leave
- Company pension
- Work from home

Application question(s):

- Are you based in the UK now and able to work remotely.

**Education**:

- Bachelor's (required)

**Experience**:

- Customer support: 1 year (required)

**Language**:

- English (required)

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in Manchester, Greater Manchester

Reference ID: GradCSA0924