Location: North East
Job Type: Permanent
Job ID: 169189
Do you enjoy problem-solving? Do you have exceptional communication skills?
We’re looking for enthusiastic Customer Support Representatives to join an all-star team in Newcastle upon Tyne.
You will support customers over the phone with their technical problems and help identify the best solution, product or service to match their needs.
By taking an empathetic approach, you will be able to adapt well to customer queries and situations. Whatever the problem, you’ll do your best to solve it.
Shifts are between 8.00am – 8.00pm.
This role is primarily work from home with one day in the office per week (please note this is reviewed regularly and subject to change).
Remote training for 3 weeks to make sure you’re familiar with the company and its services. There is a strong support system in place to ensure you feel both confident and comfortable in your new role.
Key Areas of Responsibility
To take ownership & accountability for offering solutions that benefit customers
To provide customers with the correct solution that solves their query and aims to always exceed their expectations
To ensure excellent customer service standards are delivered at all times
Demonstrating empathy by consistently seeing the customers point of view
Supporting & embracing change with a positive ‘can do’ approach
To take on board all relevant training and demonstrate a comprehensive understanding of company products and services
To recognise opportunities to ‘add value’ by recognising and maximising revenue opportunities
To proactively contribute to the success of the team by sharing knowledge and ideas
To take ownership and always look for areas of improvement and self-development
To demonstrate and deliver exceptional problem-solving and troubleshooting skills
To proactively seek feedback from coaches and managers to look at ways of improving the customer experience
To adapt your communication style to suit the customer
Your Skills & Knowledge
Exceptional communication and organisation skills – and the ability to follow through and manage a larger workload
A proven ability to adapt to a fast paced and continually changing environment
Desire to work with a team and learn from other team members
Knowledgeable of customer business needs
Motivated by teamwork and resolving tasks and issues
High ethics and standards
Good problem-solving skills
Thinks through consequences of actions and can present clear rationale for decision-making
Able to negotiate effectively and handle difficult and confrontational situations
Ability to work towards targets and deadlines
Able to perform a variety of administrative tasks
Flexible and enthusiastic
Excellent communication skills both written and oral
Excellent customer service skills
About the Company
To deliver modern and innovative software and services, purpose-built for the unique needs of today’s small businesses. They are a recognised leader for the small business segment, providing solutions that drive customer acquisition and retention.
Contributory Pension Scheme
25 days annual leave, plus the option to purchase up to 3 days extra for the following year
Free day off on your birthday
Free tea, coffee and subsidised Snack Machine (20p per item)
Public transport season ticket loan scheme
Cycle to Work Scheme
Paid lunch each day at work (in the office)
Catered Tasty Tuesday lunch, once a month
Internet allowance (working from home) once passed probationary
If you’re interested in this role, please send your CV and a member of our team will be in touch.