Customer Support Agent

**ABOUT SIMPLYVAT.COM**

**What we do**:
We provide professional international VAT compliance services to a variety of ecommerce businesses that range from start-ups to multi-million-pound companies trading worldwide.

We have lots of reasons to be cheerful; a start-up founded in 2014, and grown to a multi-million-pound company, we now deliver our international VAT service to clients in over 50 countries around the world.

We have a great, international and multi-lingual team. We love what we do, we enjoy looking after our clients and we have a fun and busy working environment, where colleagues feel fulfilled and able to grow.

**ABOUT THE ROLE**

As a Customer Support Agent specializing in both chat and cases, your primary responsibility will be to provide exceptional customer service through written communication channels. You will assist customers in resolving their inquiries, issues and concerns via chat conversations and by managing support cases. Your ability to effectively communicate, problem-solve and provide timely solutions will contribute to maintaining high levels of customer satisfaction.

**What you will do**:
1.Chat Support
- Engage in real-time chat conversations with customers, addressing their queries, concerns and requests promptly and professionally.
- Provide accurate information about products, services, policies and procedures.
- Offer product recommendations and upsell opportunities based on customer needs and preferences.
- Troubleshoot technical issues, guiding customers through step-by-step solutions.

2. Case Management:

- Analyse complex problems and gather necessary information to determine the root cause of issues.
- Collaborate with relevant teams, such as technical support or product specialists, to resolve cases requiring specialized knowledge.

3. Problem Solving:

- Listen actively to customer concerns and empathize with their situations to provide tailored solutions.
- Diagnose issues by asking pertinent questions and utilizing available resources, knowledge bases and tools.
- Think creatively to find alternative solutions when standard procedures do not apply.

4. Communication:

- Maintain a professional and courteous tone while interacting with customers, ensuring clear and concise communication.
- Document interactions and resolutions accurately within the customer support system.
- Escalate complex or unresolved cases as needed.

5.Product and Process Knowledge:

- Stay up-to-date with product updates, new features and company policies to provide accurate and relevant information to customers.
- Participate in training sessions to enhance your understanding of the company's offerings and customer service best practices.

6. Customer Satisfaction:

- Strive to exceed customer expectations by delivering exceptional service and demonstrating a genuine willingness to help.
- Monitor customer feedback and identify trends in customer inquiries to contribute to process improvement initiatives.

**Knowledge, Skills and Experience Required**:

- Strong written and verbal communication skills with excellent grammar and vocabulary.
- Ability to proficiently use Salesforce and other systems with little assistance.
- Patience and empathy when dealing with diverse customer needs and concerns.
- Ability to multitask and manage multiple chat conversations and cases simultaneously.
- Problem-solving skills and the capacity to adapt to evolving situations.
- Familiarity with customer support software, ticketing systems and knowledge bases.
- Willingness to work in a fast-paced environment.

Join our team as a Customer Support Agent and play a pivotal role in ensuring our customers receive outstanding assistance, contributing to their overall satisfaction and loyalty.

**Our Benefits**:

- Flexi-time
- Health & Wellbeing Benefits
- A day off on your Birthday
- Paid time off to Volunteer
- Long Service Gifts
- __________________________________________

**ABOUT OUR COMPANY VALUES**
- **Collaboration** - Creates a supportive and friendly environment that promotes a partnership approach to achieve success.
- **Honesty** - Enables us to build strong relationships with our colleagues and to become our clients' trusted partner (as well as their vat solution expert).
- **Freedom** - Encourages us to innovate solutions for our clients, giving everyone the freedom and flexibility to focus on the things that they love resulting in a work life balance.
- **Compassion** - Supports us to manage our working relationships by promoting a mindful and non-judgmental approach that is based on respect, understanding and kindness.
- **Happiness** - Sets the tone for a work environment that motivates us to be the best version of ourselves, ensuring we provide the best possible service to our clients.

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

**Benefits**:

- Health & wellbeing programme
- Paid volunteer time

Schedule:

- Flexitime
- Monday to Friday

Application question(s):

- What is your salary e