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Company Summary

Sorenson Communications, SignVideo, and Sign Language Interactions are committed to connecting people every day through communications access 24/7/365. Our customers rely on us and our innovative technology to quickly deliver accuracy in every conversation. We are industry leaders because, in all our endeavors, our customers sense our passion, our care, and our commitment. This dedication extends to our workplace. Our employees are united and proud to be part of important human interactions and understand that everything we do to facilitate communication creates connections and enhances relationships between people.

Role Summary

Our service is growing, and we are now looking for the right individual to become our Customer Service Representative. Working with the existing Customer Service Representative and Account Managers, you will be a key member of the Customer Care team. You will be responsible for providing world class customer service as the first point of call, taking ownership as well as managing the relationship with our customers and users. You will ensure that the customer service team demonstrates appropriate technical and customer service skills to provide a professional, excellent, and effective video interpreting service.

The applicant is expected to have a strong understanding of the Deaf Community and the company’s policies and procedures for successful relationships with our customers and users. The applicant needs to be dedicated, passionate, fast-thinking, and excel in problem solving.

Job Title: Customer Service Representative

Hours: 37.5 hours per week/Full Time

Report to: Head of Customer Account Management

Department: Customer Care Team

Salary: Starting from £24k

Job Start: ASAP

Candidates must be eligible to work in the UK. We will not be able to provide visa sponsorship for this position. Due to the volume of expected applications, only selected candidates will be contacted.

Duties and responsibilities:

• Resolve enquiries with speed and precision and delight customers by providing timely, accurate and expert advice
• Represent and share information about SignVideo and the services we provide
• You will have a positive attitude and be willing to provide excellent customer service
• Ability to establish collaborative customer relationships in a fast-paced environment
• Record, track, and effectively resolve incidents and queries and strive to achieve first call resolution
• Communicate with customers and users through Video calls, live chat, and telephone calls
• Working in a flexible manner including the occasional weekends and evenings

Experience:

Minimum Years of Experience: 1+ Years in Customer Service

Knowledge, Skills & Abilities:

• Excellent customer service and communication skills
• Strong computer skills
• Knowledgeable about working with CRM
• Fluent in British Sign Language
• Strong understanding of the Deaf Community
• Ability to learn and work comfortably with Microsoft Office applications and technical equipment
• Willingness and ability to work a flexible schedule to meet the demands of our customers
• Empathy skills
• Problem-solving skills
• Demonstrate a high degree of confidentiality
• Exceptional interpersonal skills and ability to communicate effectively within and to departments.
• Ability to learn quickly and implement new and changing technologies
• Self-motivated
• Work effectively in a team environment
• Work effectively in a high-tech, fast paced, dynamic environment

We can offer you:

• Vitality Private Health Insurance

• 32 days A/L (Including Bank holiday), increasing to 33 days after 2 years

• Cycle Scheme

• Tech Scheme

• Workplace Pension

• British Sign Language Level 1, 2 & 3

• Life Relevancy Plan

• VRS Package

• Company Sick Pay

• We Care Service

We are Equal Opportunities Employer

We believe that different perspectives and backgrounds are what make a successful company. All qualified applicants will receive equal consideration for employment regardless of any protected characteristics from the Equality Act (2010). We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.