Salary: £22,000 + Bonus
Job Type: Permanent
Job ID: 168431
Digital Service Desk Coordinator - £22,000 + Bonus + Benefits
Our client is building a new team of Digital Customer Coordinators to join their award-winning contact centre operation. Your role will be to support their customers to become more digitally confident by giving them the information and help they need to service their accounts online.
We're looking for candidates who are technically savvy and have a good general understanding or experience of customer triage, technical support, mobile apps, web applications and are aware of cyber security. We need candidates to be able share that knowledge and empathise with less tech-savvy customers and to assist them in getting online with confidence.
Their customers are at the heart of everything they do, and they want to support their customers in new ways of working and living. This means that your responsibilities will include:
Triaging calls, providing good diagnostics and crafting solutions for customers
Handling customer queries with empathy, always providing great customer satisfaction
Dealing predominantly with customer over the telephone, but at times via Digital Messaging, and even responding to Mobile App messages and Trust Pilot reviews.
Providing support to less digitally savvy customers, helping them to understand the benefits of Digital Servicing and overcoming any challenges
Helping customers to feel secure and confident online
Following our processes throughout customer interactions
Ensuring customers receive a world class customer experience
Assisting customers with complaints or queries for other business functions by accurately directing or escalating to other areas
Ensuring all details are accurately captured
Their office is based in Morley with free on-site parking. They offer their colleagues the flexibility to work from home for up to half of their working hours.
Be website / technology savvy with a good understanding of iOS and Android technology
Have outstanding, proven customer service skills and the ability to empathise with people who might be in difficult situations
Have excellent verbal and written communication skills
Be able to articulate complex matters in simple terms, without the use of jargon
Be able to multi-task – working with multiple customers at once (i.e. Digital Messaging)
Have a positive demeanour and the ability to remain calm under pressure
Be able to work compliantly in a financial services regulated business
Key words: Digital Customer Coordinator, Customer Service Advisor, Digital, Social Media, Digital Messaging, Customer Service Agent, Customer Experience
Salary up to £22,000 DOE + Bonus + Benefits
Please apply via the link….