About GBG
GBG is the leading expert in global identity and location. In an increasingly digital world, GBG helps businesses grow by giving them the intelligence to make the best decisions about their customers when it matters most.
Every second, our global data, agile technology, and expert teams power over 20,000 of the world's best-known organizations to reach and trust their customers.
Learn more at www.gbgplc.com and follow us on LinkedIn and X @gbgplc.
Why you should be @GBG
* We make the world a safer place.
* We trust each other and win together.
* We are local experts in a global business.
* We want you to be yourself.
* We grow when you grow.
The Team
The Customer Support Team is responsible for helping GBG’s customers use our products. The Team takes pride in supporting GBG’s Vision through the provision of excellent customer service.
The Role
The role reports to the Customer Support Manager. As the first point of contact for all customers, you will be responsible for ensuring Tier 1-level queries are resolved quickly, thoroughly, and professionally. Where queries fall outside of Tier 1's remit, you will be required to escalate them as appropriate to Tier 2 support.
What you will do
You will:
* Deliver outstanding customer service by logging, investigating, and resolving queries across our Identity, Fraud, and Location product suite via email, phone, and chat.
* Address a range of queries, including administrative issues, service concerns, billing enquiries, and basic user guidance.
* Adhere to internal processes, ensuring appropriate escalation to Tier 2 where necessary.
* Meet our targets to maintain and uphold the highest standards of support.
What you will need
* Previous customer support experience in a technology company, or an IT/computing qualification with customer-facing experience outside of technology (e.g., retail).
* A logical approach to problem-solving.
* Customer-focused with excellent communication skills.
* Accurate and thorough in record-keeping.
* Communicates confidently and effectively with both customers and colleagues, in writing and verbally.
* Well-organised, able to work independently, and delivers excellent results for customers.
Additionally, as the role includes supporting service issues, there is a requirement for on-call support on a rota basis. This will include evenings, weekends, and public holidays.
We have a vision to have the best and most engaged team members in the industry. People matter at GBG; they make us who we are. Every team member across all our locations makes a difference; everyone has something to contribute. Maybe you too could make a difference.
Next steps
Click here to see more about what’s important to us, including our flexible working policy, our commitment to ESG, I&D, and much more.
To chat with the Talent Attraction team and find out more about our benefits, drop an email to behired@gbgplc.com and we’ll be in touch!
Make life @GBG work for you.
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