One stop solution to your remote job hunt!

The purpose of this job is to introduce a new first line support advisor who will work within our customer experience department; with a specific focus on customer retention - to ensure any 'moment of truth' support experiences received via email & live chat are handled in line with our world class aim.

Requirements

Key Tasks / Responsibilities

• First point of contact & triage for customers seeking technical assistance via SalesForce service cloud.
• Work closely with our customer account managers, lifecycle manager & product managers to deliver a seamless support experience for our end product users.
•  
• Maintaining customer information
• Escalate inquiries to the appropriate team members & teams within the organisation, when necessary
• Being the voice of the customer in passing feedback onto the product related teams to drive enhancements to our products and customer journeys.

Skills, experience and competencies

• Excellent interpersonal and active listening skills
• Clear communication skills and a strong command of the English language
• Strong attention to detail
• Working knowledge of SaleForce service cloud.
• Ability to work well in a team
• Multitasking skills and good organisational abilities
• Customer Rention
• Ability to work calmly under high-stress situations

Expansion skills, experience and competencies

• During your probation we will identify with you your career progression needs and will look to fund the necessary courses or qualifications which could include as examples:
  • Client Services Certification
  • Customer Experience Certification
  • Customer Service Leadership Certification
  • Certified Analytics Professional
  • Comptia A+

Benefits

• A competitive salary
• 25 days holiday plus all UK Bank Holidays
• 1 days additional holiday for every full year's employment to a maximum of 5 additional days.
• Take your birthday as a bonus free holiday.
• Employee equity options
• Pension Scheme
• Access to Perks: discounts that save you money in the places you shop the most
• Learning and personal development annual grant (£2,000)
• Flexible working hours and working from home
• Regular team breakfasts and lunches
• Full access to our Mental Health & Wellbeing Network, Spill
• Monthly fun activities, chosen by the team, that are not based around the pub!
• A great, friendly team, who work to support each other
• Work from home or work in our beautiful workspace in Shoreditch- flooded with natural light, filled with plants, free tea and (good) coffee
• The latest Apple and Windows technology and licences to keep you productive. Our office has dual-screen workstations and for home working, we will support you with the necessary equipment to be your best wherever you are.