Customer Support Officer

Specialist Recruit

Posted a day ago, valid for 11 days

Reading, Berkshire RG30 3HG

Full Time

Life Insurance

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Sonic Summary

The CUSTOMER SUPPORT OFFICER role is based in Reading with a hybrid working model, requiring three days in the office, and offers a salary of £25-27k plus bonus.
This position involves analyzing customer tickets and cases to find resolutions, maintaining customer learning plans, and assisting in data analysis to help meet team KPIs.
Candidates should have a proven track record of achieving targets, excellent communication skills, and experience with CRM systems, with a preference for those familiar with technical platforms.
The role requires initiative and the ability to handle customer enquiries via various communication methods, including telephone, email, and video calls.
Benefits of the position include 25 days of annual leave, pension, medical insurance, life insurance, and shadow equity in the business, with previous customer support experience being advantageous.

CUSTOMER SUPPORT OFFICER

Reading/Hybrid working (3 days in the office)

£25-27k plus bonus

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 personalised 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

To deal directly with customers either by telephone, e-mail or via video calls.
To respond promptly to customer enquiries and requests on tickets that will be logged through Hubspot, our CRM tool.
To handle and resolve customer complaints, then escalating to senior management when a resolution cannot be identified, all within agreed KPI guidelines.
To obtain and evaluate all relevant information to maintain quality befitting of a world class support service.
To prepare, analyse and distribute customer activity reports relating to learner progression and completion.
As part of the Support Team, to communicate and co-ordinate with internal departments

SKILLS & EXPERIENCE

- Proven track record in achieving targets and goals set by managers
- Initiative, drive and enthusiasm to overcome obstacles or heavy workload
- Excellent communication skills, both verbal and written
- English speaking and other languages a benefit
- Appreciation of technical platforms is an advantage
- Microsoft conversant and able to use 'Word’, 'Excel’, 'PowerPoint’
- Previous experience using a CRM system and advantage

The company offers hybrid working and benefits including: 25 days annual leave, pension, medical insurance, life insurance and shadow equity in the business

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