Customer Support Agent
The Customer Support Agent is key in helping the business to develop the support we give to our clients. The Company is going from strength to strength and this is a great opportunity to make a difference to people’s lives and play a visible role in its success.
Our Customer Support Advisors play a crucial role and you will be at the forefront of delivering exceptional service and support to our customers. You will be part of the Customer Support team who are passionate about what they do in enhancing the overall customer experience.
Key Duties and Responsibilities
* Customer Experience: Ensure a seamless and positive customer experience by handling enquiries, complaints and complex issues with empathy and efficiency.
* Process Improvement: Follow processes and use documentation including the company knowledge base. Contribute to the development and refinement of our support processes based on customer feedback.
* Service Excellence: Achieve case resolution SLAs and KPIs whilst utilising service management tools (e.g. Salesforce) via email, phone and chat communication channels.
* Documentation & Training: Maintain and enhance the Company knowledge base and participate in the training of new team members when needed.
* Stakeholder Collaboration: Work closely with and escalate to internal stakeholders (e.g. second line technical team) to align customer support efforts with Company objectives. This will require occasional travel to London.
* In Addition: You will perform other duties as assigned by the Customer Support Manager and / or Chief Operating Officer.
Your Profile
* Approachable: An active team player, friendly, positive and approachable.
* Attitude: A proactive problem-solving mindset with a strong commitment to customer satisfaction.
* Communication Skills: Exceptional communication skills across multiple communication channels (Live Chat, video call, phone, email etc).
* Detail-Oriented: A keen eye for detail, ensuring that both customer needs and operational processes are consistently met.
* IT Skills: Proficiency in CRM databases, especially Salesforce, is highly desirable.
* Proactive: A forward-thinking attitude with the ability to anticipate problems and take initiative.
* Qualifications: Educated to A-Level or equivalent qualification.
* Resilience: The ability to stay calm and focused under pressure.
* Working Style: You work equally well when working both independently and as part of a team.
Working Hours & Location
Our working hours are 37.5 hours per week Monday to Friday, however there is occasional weekend coverage. We operate a hybrid working schedule, typically two to three days a week in the office in Exeter.
The Company
TympaHealth are a team of doctors and technology experts united by a vision to help the world to hear. Our mission is to help the world to hear and make intervention more accessible and simplified both on a local and global scale. TympaHealth is growing fast and is currently helping thousands of patients a year access vital ear and hearing healthcare services in the UK.
Salary & Benefits
* 25 days holiday (increasing to 26 after two years) plus Bank Holidays
* Birthday Holiday and Christmas Holiday (three additional days)
* 5% Company & Employee Pension Scheme Contributions
* Life Assurance Scheme (four times salary)
* Hybrid Working two to three days a week in the office based in Exeter EX2 8LB
* On-site parking
* Remote GP and Medical Second Opinion Services
* Mental Health Support
* Physiotherapy (eight sessions per year)
* Life, Money and Wellbeing Support
* Perkbox
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