|Location: PETERBOROUGH, CAMBRIDGESHIRE||Salary: 18000.00 - 18000.00 GBP Per Annum|
|Sector: Business Support||Job Type: Permanent|
|Shift Type: N/A||Applications: N/A|
|Posted: 11 months ago||Reference: 3069123|
You will have a positive and enthusiastic attitude, to provide efficient support and training assistance. You will be customer focused and self motivated, with the ability to build and maintain relationships to succeed in this role.
Responsibilities will include
• To make outbound (tier 2 support calls) to our customers following live chat or referrals from Team Leader, including remote support where required.
• To systematically and logically investigate issues raised by our customers and resolve as efficiently and effectively as possible.
• 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.
• To demonstrate and advise customers of the help facilities available for self help, including Help Site, Guided Tours, videos etc.
• To perform verification checks prior to providing support to customers to confirm identity.
• 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.
• To make customers aware of training services and text credit offers
• To respond in a professional manner to customer contact forms & e-mails from customers, by taking ownership and ensuring satisfactory closure.
• 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 e.g. MIS systems etc
• 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
• When required to assist with the registration and training.
You will complete have confidence on the telephone, excellent customer service skills with some technical experience, with excellent accuracy and organisational skills.
If you have the experience and motivation required for the role please send your CV to email@example.com, or apply online.
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