Customer Service Agent, 20hrs per week

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Deliver first-level support to customers through phone, email, and online chat channels.

• Identify, troubleshoot, and resolve various technical and operational challenges, striving for resolution during the initial contact whenever feasible.

• Handle customer inquiries regarding billing, payment terminals, connectivity issues, software performance, product logistics, stock orders, and terminal replacements.

• Perform root cause analysis and escalate complex problems to the appropriate teams when necessary.

• Keep precise records of customer interactions, troubleshooting processes, and solutions within CRM and support systems.

• Achieve established KPIs and SLAs to maintain a consistently high level of customer support and service delivery.

• Utilize platforms like Salesforce, telephony systems, and various internal tools to efficiently assist customers and manage cases.

• Engage in continuous improvement initiatives by identifying recurring issues and proposing process enhancements.

⛳️ Requirements

• Previous experience in a technical support, customer service, helpdesk, or contact center setting is preferred.

• Strong problem-solving abilities with the capacity to investigate and resolve customer issues effectively.

• A genuine passion for technology and a commitment to providing outstanding customer experiences.

• Ability to convey technical information clearly and professionally to customers with varying degrees of technical understanding.

• Self-motivated, responsible, and devoted to personal growth and ongoing learning.

• Familiarity with CRM systems and support platforms is advantageous; however, comprehensive training will be provided.

• Proven excellent organizational and time-management skills in a fully remote working environment.

• Experience with troubleshooting, fault diagnosis, and root cause analysis is a plus.

• Knowledge of payment technology, telecommunications, software support, or a similar technical background would be beneficial.

• Comfortable navigating multiple systems and applications while managing customer interactions.

🏝️ Benefits

• 25 days holiday per year

• Private Medical

• Life Assurance

• Cycle to work scheme

• Access to self-learning platform - Bookboon

• Income Protection

• Workplace Pension

• Employee Assistance Programme

• Incentive plans available after completion of the probationary period