Customer Support Representative

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Customer Support Representative

Job Description

Customer Support Advisor, £13.70 per hour (£28496 per annum), Temp to Perm

Hours – 1pm – 7pm Monday to Friday (30 hours per week)

Main Duties

1. Inbound Call Management: Respond to and resolve customer queries and concerns over the phone in a professional manner, where needed transferring to the correct team.
2. Live Chat Support: Engage with clients and members via live chat, providing accurate information and solutions. This may also involve providing assistance to new clients on how to make bookings and providing appropriate online guidance.
3. Email Management: Monitor the unassigned inbox and efficiently assign emails to the appropriate teams, ensuring no queries go unanswered.
4. Feedback & Improvements: Provide client and member feedback to your line manager to help improve products and processes.
5. Processing Appointments: Where needed, provide incoming appointments and support key management and key safe installation coordination activities.

Skills and Knowledge

1. Strong communication skills (verbal and written) with the ability to handle multiple communication channels and the confidence to pick up the phone and build rapport quickly.
2. Experience in customer service or support roles, preferably in a call centre or online support environment.
3. High call handling experience - you can expect to take around 10-15 calls an hour.
4. Ability to multitask and manage time effectively.
5. Excellent problem-solving skills and attention to detail.
6. Ability to work independently and as part of a team.
7. Previous experience in handling live chat systems.
8. Two years' experience of working from home, along with a professional ‘office set-up'. Unfortunately, working from kitchen worktops, dining tables or dressing tables won’t work for us.
9. Excellent administration skills, along with attention to detail and data entry skills.
10. Must be confident using technology and be able to pick systems up quickly.

Remote - Work from home

Must have own laptop with workable camera

First 1-2 weeks training will be 9am-6pm Monday to Friday