As a Customer Support Specialist, you will be responsible for ensuring that customer queries, problems and complaints are responded to in a high-quality and timely manner, contributing to customer retention, advocacy and expansion.
What you'll be doing:
* Engaging effectively with both new and long-standing customers across live chat, email, phone, and video channels, including participation in webinars and virtual training sessions as needed.
* Taking ownership of customer issues from initial contact to resolution, ensuring a successful customer journey.
* Reaching out to current customers via phone or video call to address questions, offering product insights, and suggesting ways to enhance their service.
* Once trained, you will participate in webinars and virtual sessions to assist customers in getting the most out of the platform.
* Contacting lapsed customers via phone or video to gather feedback, understand reasons for cancellation, and identify reactivation opportunities.
* Document product improvements and issues, communicate with the development team, and keep customers updated on relevant progress.
* Analysing customer feedback and complaints to enhance the overall user experience.
You'll thrive in this role if you:
* Have a natural knack for building rapport and trust with customers, stakeholders, and colleagues - fast.
* Foster a genuine passion for engaging with customers every day, helping them succeed, and showing off the real value of our product.
* Harbour a love of technology and curiosity about how things work.
* Possess the drive, enthusiasm, and a hunger to keep learning and growing.
What we're looking for:
* 6 months to 1 year of experience in a customer-facing role, such as support, retail, or hospitality, where assisting customers and resolving issues was a key focus.
* Exceptional written and verbal communication; confidence in phone interactions, clear writing, and quick typing skills to explain complex topics simply and concisely.
* Ability to connect confidently with customers over video for webinars, virtual sessions, and one-on-one calls, as well as over the phone.
* Skilled at building trust and rapport with customers to maintain open communication and strong relationships.
* Interest in learning about new technologies and products, with a curiosity about how things work.
* Excellent time management and organisational abilities to balance a varied, fast-paced workload effectively.
* Ability to quickly build rapport with customers, team members, and stakeholders.
* Enthusiasm for continuous learning and self-improvement to enhance skills and performance in the role.
What's in it for you?
* Salary £27k + bonus structure
* Hybrid flexible working
* 34 days holiday (inc. BH's with a length of service increase to 41) & options to buy and sell
* Discretionary bonus
* Private healthcare
* Paid lunch break
* Enhanced family-friendly benefits
* £500 per year to spend on learning and development
* Eye health support
* Paid time off for volunteering
* Fortnightly work events, monthly department lunches, bi-annual company events
And if this wasn't enough, we have plenty more, less exciting, but equally useful benefits!
This is a hybrid role with 1-2 days a week spent in our open-plan office in the centre of historic York and the flexibility of working in your own home.
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