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Digital Customer Coordinator

Location: Leeds

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.

About you:

You will:

  • 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….