Do you often receive compliments form your customers about the service you provide?
Are you looking for a fully remote role?
Are you interested in SaaS Technology?
You will have:
* Previous experience in a Customer Experience/Service capacity and within a complex product support environment.
* Able to translate the voice of the customer into action.
* Proven objective handling experience.
* Experience working to and without scripts.
* Excellent people and influencing skills.
* Excellent problem solving skills
* Excellent written and verbal communication skills.
* Passionate about customer service and delivering improvements.
* Well organised and able to manage multiple activities.
* Self-motivated individual with the ability to energise others.
* Ability to work under tight deadlines and prioritise under pressure.
* Strong accuracy and attention to detail.
* Flexible to work shifts and occasionally travel across the UK to client sites.
* Ability to multi-task and manage changing priorities and excels in a fast-paced environment.
The Role:
Delivering again set bench marks across all of the customer touch points.
Understanding our customer proposition.
Operationalising the customer proposition across all customer accounts and customer touch points.
Efficient handling of queries/tickets on all of our products and services, ensuring queries are adequately resolved within the specified time frame.
Promptly and methodically responding to customer inquiries, identifying and resolving issues with initiative and good judgement.
Effectively resolving customer complaints and complex questions.
Ensuring that all end-users receive an “above and beyond” experience, that is timely, detailed and effective.
Delivering exceptional product training and support both in person and over the phone.
Ensuring customer engagement courtesy calls are carried out at mutually agreed intervals.
Continuously striving to provide a premium service, through contributing and implementing innovative ideas to better the customer’s experience.
Ensuring all product set ups are delivered smoothly and to specified timescales.
Actively promoting passion and reliability, and always delivering on promises.
Results Delivery
* Maintaining our SLA for calls and support tickets and ensuring you fill capacity during quiet times with outbound courtesy calls and supporting busier team members.
* Ensuring you get back to every customer within 1 working hour, which is to be maintained during weekend shifts, without exception.
* Consistently meeting or exceeding performance call benchmarks, which including but are not limited to speed, accuracy and resolutions
* Ensuring you receive at least 90% positive feedback from the customers you service each month.
* Achieving your monthly courtesy call target, as agreed with your manager.
* Attaining the highest client service ratings, as determined by the Company, earning a minimum of 90% marks in all categories including communication skills, listening skills, problem resolution, enthusiasm and politeness.
* Escalating no more than 5% of total calls per month to management.
Administration
* Following all internal processes and instructions for data entry activities, ensuring any anomalies are feedback and rectified.
* Setting up Abacus for customers, ensuring 100% accuracy and that the system is delivered to agreed time frame.
* Ensuring the support desk is fully utilised and updated with speed and accuracy.
* Ensuring CRM is up to date and all data entered is accurate, with no more than 2 discovered data entry errors per month.
* Partaking in CRM cleansing.
* Re-confirming customer contact information regularly to ensure the information we hold on our system is correct.
* Researching information from within the business and externally, in order to reach an accurate conclusion for every customer enquiry.
* Maintaining product and industry expertise and transferring your knowledge to colleagues.
Company Core Values
Demonstrates Commitment to goals and personal growth.
Not afraid to Challenge something that does not work and confident to share new ideas.
Works Collaboratively with others.
Connected to and passionate about your profession and the compnay vision vision.
Apply today for an immediate interview