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- As a key member of the Customer Support team, your responsibilities will include:
- Responding efficiently and effectively to customer enquiries across multiple communication channels (phone, email, ticketing system, and more).
- Meeting and striving to exceed performance targets.
- Providing a professional, friendly, and empathetic experience to all customers.
- Focusing on first-contact resolution and ensuring follow-up actions are completed.
- Actively listening and asking open-ended questions to fully understand customer enquiries.
- Staying up to date with business processes and following company procedures to ensure excellent service.
- Logging and responding to support requests accurately in line with the Quality Framework.
- Managing customer accounts effectively, including applying necessary charges where applicable.
- Calculating and processing service credits while ensuring clear communication regarding value and timelines.
- A friendly, approachable, and articulate personality with a passion for customer service.
- Excellent listening skills, the ability to show empathy, and a proactive, solution-focused mindset.
- Strong rapport-building skills to confidently engage with customers and colleagues.
- GCSE qualifications (or equivalent) in English and Maths. (Essential) At least one year of experience in a Customer Support role.
- A mature outlook with valuable life experience.
- A background in Technology or a keen interest in tech-related fields.
- A positive, adaptable attitude and willingness to work in a telephone-based environment.
- Flexibility to work on a 4 out of 7-day rota, including Bank Holidays.
- A supportive and collaborative team environment that values your skills.
- Opportunities for training and career progression in a growing business.
- A competitive salary with a clear structure to reward high performance.
- Exposure to innovative technologies within a forward-thinking company.
