Join our team and play a key role in helping our clients succeed with RotaCloud!
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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.
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.
- Reaching out to current customers via phone or video call to address questions, offering product insights, and suggesting ways to enhance their use of RotaCloud. 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.
- Analysing customer feedback and complaints to enhance the overall user experience.
- We are currently trialling extended and additional shift patterns, so there may be the opportunity for overtime.
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.
- 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.
- 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.
- 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.
Salary £27k + bonus structure
- Hybrid flexible working
- 34 days holiday (inc. xsngvjr BH's with a length of service increase to 41) & options to buy and sell
- Discretionary bonus
- Private healthcare
- Paid lunch break
- Eye health support
- Paid time off for volunteering
- Fortnightly work events, monthly department lunches, bi-annual company events
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.