Customer Support Specialist Job in Cheltenham, Gloucestershire at Horsebridge Network Systems

Full Time

The Customer Support Specialist is responsible for providing general customer support in a professional and timely manner. This relates to a wide range of customer enquiries including account, product, billing and basic diagnostics.

Basic Functions

·       Respond to a wide range of customer queries promptly, providing solutions where possible.

·       Keeping customers updated at timely intervals.

·       Communicating with customers via a variety of channels, including phone, email, online chat and via written letter in an appropriate, professional manner.

·       Liaising with relevant departments – internal/external.

·       Update internal CRM system with account changes and notes.

·       Basic triaging of customer connectivity faults to determine next steps, such as passing to technical support for resolution.

·       Assisting potential customers to understand products and packages.

·       Continual improvement of customer service, perception and satisfaction through progressing service delivery efficiently in accordance with SLAs to ensure KPIs are consistently achieved.

Additional Duties and Responsibilities

·       Contribute effectively towards maintaining team cohesion and morale.

·       Communicating with colleagues at all levels in an appropriate manner to ensure relevant information is accurately and efficiently conveyed.

·       Work closely with colleagues to ensure appropriate resources are engaged to ensure customer requirements are achieved.

·       Recording time spent on tasks and expenses as they occur.

·       Continually develop professionally in all aspects of the role.

·       Use approved systems continually to log all work-related activity and only work on approved tasks.

·       Suggest up-sell/cross-sell products to customer where relevant and where it may add value to the customer’s experience.

Knowledge, Skills and Abilities Required

·       Understanding fundamentals of CRM systems and MS Office. SharePoint, MS Teams/Slack/equivalent would be advantageous.

·       Effective interpersonal communication skills using a range of media and devices.

·       Ability to effectively engage with customers and to own the appropriate resolution of issue(s).

·       Positive, self-motivated and able to respond effectively to working in a fast paced and dynamic environment.

·       Highly organised self-starter.

·       Demonstrable to prioritise workload and problem solve.

Education/Vocational Requirements:

·       Good written and spoken English.

·       Good interpersonal skills, including active listening.

Benefits

·       Competitive Salary based on experience and qualifications.

·       Additional career training and support

·       Great opportunity for advancement

Salary: £16,000 to £18,000

Hours:  9am – 5pm / 10am – 6pm weekly rotation

One hour for lunch.

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