Customer Service Assistant

Salary: £26,000 per year

Are you an experienced Customer Service Assistant, looking to move away from a call centre environment? Would you like to work for a global, prestigious digital education company and service a set of world renowned products for school’s? My client is a global leader in digital technology and they need a Customer Service Assistant to service the needs of their client schools, supporting them with a range of services for schools. This could be a great career move for the right candidate.

Role overview:

Providing first and second line customer service support for our customers via all channels including email, phone, webchat.

Processing advert requests and queries for our customer base.

Building a strong rapport with customers and giving them a voice by feeding their experiences and feedback to the rest of the business.

Key to this role is ensuring we meet agreed SLA’s (Service level agreements) and deadlines across a seven-day working pattern.

This role will be varied and cover a range of tasks.

Key role responsibilities:

* Effectively handle, manage, resolve, and log customer contacts received through a range of customer service support channels in a timely and professional manner

* Liaise with other internal and external partners to ensure issues are resolved and ensure a smooth transaction for our customers

* Take ownership, managing, investigating, resolving, and logging customer contacts and enquiries

* Meet all SLAs for transactional and subscriptions customers, and be willing to work as deemed necessary to ensure all SLAs are met in line with company policies

* Provide technical support and assistance to customers throughout their contract lifetime.

* Optimise customer satisfaction and meet defined quality standards for contact handling and associated administration.

* Work effectively as a team and autonomously

* Support customers with help requests, technical issues, complaints, suggestions, and praise received through a range of customer support channels

* Be able to communicate effectively and listen to a customer’s specific situation and needs

* Process advert requests and queries from our customer base

* Have strong, up to date product knowledge across the business brands to advise and add value to customers experience and encourage engagement

* Follow escalation procedures for technical and product development issues, liaising with internal and external partners

* Assist other areas of the Operations department when necessary due to demand

Education and experience requirements:

Essential Skills & Experience:

* Proven experience in a customer service or customer contact environment, handling calls and emails, delivering excellent customer service.

* Management of customer complaints.

* Strong comprehension skills and attention to detail to ensure customer contacts are read and interpreted correctly

* Collaborative approach and the ability to build internal relationships both within the team and the wider business

* Ability to take initiative, be self-motivating, act proactively

* Working within a multi skilled environment

* Have a very positive work attitude including flexibility and willingness to work

* Initiative and ability to make informed decisions within the remit of their role

Desirable Experience:

Working within a high-volume environment
Working in an environment with remote teams
Experience of Salesforce/CRM systems
IT literacy and demonstrable commitment to continuous improvement of the Customer Experience

What do you get in return?
25 days annual leave rising to 30
5% pension after probation
State of the art city centre offices
Access to a range of benefits via My Benefits World
Discounted city centre parking
Free fruit delivered to the office weekly
Free breakfast cereals
Free soft and hot drinks
Free eye care cover
Free Westfield Health cover
Life Assurance
Cycle to Work Scheme
Referral Scheme
Season Ticket Loan
EAP (Employee assistance programme)
Paid for monthly nights out
Access to an extensive Learning and Development menu

This is a rare opportunity to join a fast growing and well regarded brand in their sector – you can expect a Salary: £26,000with a host of other benefits which will be discussed at interview, as well as superb career opportunities going forward. Contact us if you are interested in discussing this opportunity further.