Customer Advisor Remote
Job description
We are searching for a customer advisor to join our digital marketing team. You will take the lead in helping customers with their enquiries through LiveChat, removing barriers to purchase, teaching customers how to use the credit account functionality on the website, and feeding back to the marketing team where products and the website can be improved.
You will also be able to escalate enquiries to the most appropriate sales team through our lead-assignment process, nurture pre-MQLs until they become ready for sales qualification, and report on KPIs. We offer excellent prospects for progression and support all staff to achieve their ambitions and goals.
As a results-focused individual, you will actively help customers find the right solution for their needs and ensure their journey with us is as streamlined as possible.
Your responsibilities will include:
- Supporting the group marketing team to achieve and exceed its website target;
- Managing LiveChat, the email support inbox, and incoming PPC calls;
- Supporting customers with issues or questions on the website, teaching them how to purchase online and manage their account;
- Taking the lead on nurturing MQLs;
- Directing customers with more complex needs to a relevant sales or support person, tracking any leads with a marketing / Joy Smith lead source;
- Feeding back to marketing to understand how customers found our website?
- Chasing abandoned baskets where necessary – agreeing terms of engagement with the retention team;
- Contacting pools of existing customers to upsell and cross-sell;
- Supporting the wider marketing team to understand why customers are struggling to purchase online;
- Triaging enquiries to the most appropriate sales team;
- Acting as a first line of support for loyalty scheme customers; and
- Aligning our social media approach with the wider marketing approach.
You will be:
- Personable – with the ability to build a positive rapport with customers.
- Customer-driven – ensuring your interactions with the customer are confident, timely and result in a positive solution for the customer.
- Sales-driven – removing barriers to help customers complete purchases online.
- Able to provide simple, clear and customer-centric communication.
- Excellent at listening and empathising with customer needs.
- Skilled at time management.
You may have:
- Experience working in a similar cyber security and/or data privacy customer-based role; and
- Experience with CRM platforms, such as Salesforce, Pardot, Zendesk, etc.
Remuneration: £25,000 – £35,000, depending on skills and experience
Basis: Full-time, permanent
Location: Home-based within the UK
We are an equal opportunities employer and welcome applications from candidates of any and all backgrounds.
