Customer Support Specialist

6 days ago

London, United Kingdom The Talent Manager Full time

**Customer Support Specialist**

**About The Talent Manager**

The Talent Manager is the UK's leading recruitment and networking platform for the Film, TV and content creation industries. Helping creative companies find, track and develop diverse talent and helping over 100,000 content creators be found by the best companies and hear about the latest jobs.

**Job description**

We’re looking for a successful Customer Support Specialist with 2 - 3 years’ experience in front-end, real-time customer service - ideally within SaaS solutions and/or media - to run our support desk and to create memorable customer experiences.
- Do you enjoy working with clients and have strong analytical, organisational, written and verbal communication skills?
- Do you feel inspired to help freelance programme makers and content creators find their next jobs?
- Are you tech-savvy, with an interest in communicating how our product works and the ability to provide technical assistance to non-technical users?
- A passionate communicator — who can manage situations ranging from difficult stakeholder conversations to creating engaging presentations to share customer feedback and trends?
- Have you worked in a start-up environment and enjoyed the open yet hard-working culture?
- Are you a customer champion and willing to go the extra mile to create outstanding brand experiences?

If you said yes to any or all of these, you could be a good fit for the TM.

**Day to day you will be**:

- Running training sessions for company users and writing support content
- Developing solutions with the development team to recurring customer issues and concerns
- Driving customer engagement to increase the numbers of subscribers and satisfied recruiters
- Conducting and presenting monthly reports on community subscription growth
- Helping organise virtual events and attend virtual events as a question curator
- Keeping on top of the latest news about TV, film and content creation recruitment
- Helping create content for the marketing department
- Maintaining feedback and complaints records and reporting trends.
- Providing expert answers to questions about products, pricing, and availability, while presenting the value of our portfolio of products to customers
- Meeting customer service department sales targets, generating sales leads when opportunities arise
- Following company communications guidelines and procedures under mínimal supervision
- Recommending improvements to processes for improved company efficiency
- Building expert and dynamic knowledge of company products and services
- Researching information using available resources to satisfy customer inquiries
- Building rapport with customers by engaging with them in an inviting, friendly, and professional manner, to deliver exceptional experiences nurture lasting relationships
- Responding quickly, professionally, and accurately to all customer inquiries regarding quotes, orders, status requests, complaints, product returns, and warranties

**Your benefits include**:

- 25 days annual leave (plus bank holidays) with an extra day for every year worked
- Employee Pension
- Cycle to work scheme

**Job Type**: Permanent

**Salary**: £16,058.00-£44,481.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme

Schedule:

- Monday to Friday

Application question(s):

- Have you worked within the SaaS or Media sectors?

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Customer Support & Client Services Occupations: 2 years (required)

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