Customer Service

3 days ago

Bangor, United Kingdom Specifi.io ltd Full time

*NO AGENCIES*
Specifi, is an innovative software platform designed to simplify quoting and project management for installers of Audio Visual products. We're looking for an energetic and experienced Customer Service agent to come work at our Headquarters in Bangor, Northern Ireland. If this sounds like you and you are keen to be part of a fun, energetic and fast-growing company, we’d love to hear from you

The interview process will consist of a formal interview as well as role play scenarios.

If you were successful, your responsibilities would include:

- Answering calls and the online chats, providing top-class customer service
- Assist customers in navigating the software and troubleshooting technical issues
- Document accurate records of customer interactions within the CRM
- Identify trends in customer issues and work with the relevant teams towards continuous improvement
- Frequently report and flag anything significant to management
- Conduct regular follow-up calls with customers to ensure they are satisfied with the software and continue to use it
- Assisting in creating and updating knowledge base articles, FAQs, and self-help resources for customers
- Ongoing personal training to stay up-to-date with product knowledge and best practices
- Consistantly maintain a positive and empathetic approach towards customers when listening to their issues and exceed expectations in resolving them
- Adhering to service level agreements to meet performance metrics such as response time and customer satisfaction.

**Skills**:

- Minimum 3 years experience in a customer service role
- Experience in using CRM platforms, such as Zoho or Salesforce
- Familiarity with Software as a Service (SaaS) concepts and experience supporting SaaS products would be highly beneficial
- Excellent phone manner
- Excellent verbal and written communication skills in English
- Ability to multi-task in a fast-paced environment
- Strong problem solving skills with ability to diagnose and troubleshoot under pressure
- Empathy and patience when dealing with customers
- Ability to work in a team and independently
- Organised and able to take responsibility for own workload by prioritising duties
- Experience with analytics tools such as heatmaps and session recordings is desirable
- Flexibility to adapt as the software changes and progresses

What We Offer:

- A fun, friendly, and productive working environment
- Competitive salary
- Private medical insurance and a cash plan
- Company pension
- Regular social events

This is a full-time, permanent position. If you're a positive, hardworking, and driven individual who wants to join an ambitious company, we'd love to hear from you.

**Salary**: £22,000.00-£28,000.00 per year

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Bangor: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

Work Location: In person

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