Customer Care Consultant (Inbound Call Team)

Job Purpose: Customer Care Consultants provide first line support to Schools on the ParentMail communication and payment systems. They are responsible for providing technical and training assistance (where requested) directly to schools and parents and are responsible for identifying issues through investigation and working closely with the IT/Development Team to find a resolution. This is an exciting and varied position that suits the outgoing and those who thrive on customer contact.

Main Duties and Responsibilities: Key Performance Indicators (KPIs)
1. To answer inbound calls and provide a professional telephone support service to our customers (Parents/Schools). Including remote support where required. •
2. To systematically and logically investigate issues raised by our customers and resolve as efficiently and effectively as possible. • To seek first to understand and identify the right solution first time every time.
3. To record, track and monitor to closure all support requests on SalesForce (CRM system). Information recorded to be accurate and sufficiently detailed including creation of follow up tasks and/or events. • Ensure school contact is linked to the school account on our CRM system.
4. To demonstrate and advise customers of the help facilities available for self help, including Help Site, Walkmes, videos etc.
5. To perform verification checks prior to providing support to customers to confirm identity.
6. Where customer queries require further investigation or IT Development support, to keep the customer informed via telephone (outbound call) or e-mail communication to resolution.
7. To make customers aware of training services and text credit offers (where low text credit balances apply).
8. To respond in a professional manner to customer contact forms & e-mails from Parents and Schools, by taking ownership and ensuring satisfactory closure.
9. To ensure Line Manager is aware of any current trends in emails or inbound calls. This also includes updates to any third party systems that interact or link to ParentMail, e.g. MIS systems etc
10. To create a weekly report of any additional tasks dealt with during the week including emails to your personal mail box, shared e-mail boxes and outbound calls etc
11. When required to assist with the registration, training of schools or to make outbound customer service calls

Essential skills:

1. General IT knowledge sufficient to be able to identify the difference between system and application issues.
2. Knowledge of Microsoft Office package.
3. Strong verbal and written communication skills.
4. Ability to understand technical problems and explain them using non-technical language.
5. Customer service skills and experience.
6. Excellent telephone manner.
7. Ability to work under pressure and in a busy environment.
8. Strong organisational skills with the ability to prioritise own workload.

Desirable skills:
1. Experience of working in a busy call centre environment.
2. Experience within a customer services environment.
3. Degree or HNC/HND qualification.