CUSTOMER SUPPORT ANALYST
Reading/Hybrid working
£25-28k
Our client who was founded in 2011 when an experienced group of international procurement leaders noticed a gap in the market for online practical-based education, made by professionals with real-world experience.
They embarked on creating unique, high-impact and personalized learning journeys created to improve core skills needed in these roles - efficiency, resourcefulness, and overall performance.
PURPOSE OF THE ROLE
The Support Officer is a functional role designed to work at the heart of the customer request. The allocation will be to work in the Support team analysing tickets and cases and looking for resolution to those cases. You will be equipped to deal with the maintenance of customer learning plans, analysing progression reports, assisting other parts of the Skill Dynamics business to understand data, fix anomalies and generally help the team hits its team Key performance Indicators (KPI’s).
RESPONSIBILITES
1. To deal directly with customers either by telephone, e-mail or via video calls.
2. To respond promptly to customer enquiries and requests on tickets that will be logged through Hubspot, our CRM tool.
3. To handle and resolve customer complaints, then escalating to senior management when a resolution cannot be identified, all within agreed KPI guidelines.
4. To obtain and eva...