Customer Support Assistant Watford, East of England, England
Job description
Why does this role exist?
YellowJacket is an online, cloud-based health and safety tool used by customers on construction sites to log observations and corrective actions, record regular inspection and audit results, and investigate any incidents and/or near misses.
The YellowJacket team is well regarded for the excellent customer service it delivers. This role exists to support the growth of YellowJacket by managing and sustaining relationships with customers, ensuring we continue to help solve their challenges and thus maintain a high-quality customer service.
Please note this is a part time, 12-month FTC role, which can be fulfilled flexibly to fit with the successful candidate’s lifestyle. However, our ideal working pattern would include a consistent number of hours during the core working day, Monday to Friday.
The value this role will add:
You will work closely with the SmartSite Operations Lead, and other colleagues across the business to:
- Become knowledgeable about YellowJacket to answer customer/technical enquiries in line with our Service Level Agreements (SLAs)
- Support colleagues with YellowJacket account management activities, such as:
- Maintaining records on CRM
- Renewal of licences
- Collating customer feedback
- Inform the development process by updating the YellowJacket Product Manager with relevant customer feedback
- Support the YellowJacket development process by undertaking User Acceptance Testing
How will success be measured?
- Timely response to customer/technical enquiries in line with SLAs
- High quality customer service
- Customer feedback collated and actioned accordingly
What skills, knowledge and behaviours does the role need?
Essential:
- Experience of working in a customer service environment, an ability to understand and interpret customers’ needs and deliver a service which exceeds customers’ expectations.
- Excellent communication and interpersonal skills
- Knowledge of MS office and be IT literate
- Aptitude for learning and using new software
- Self-motivated and proactive approach
- Organised and able to multi-task
Desirable:
- Experience or knowledge of health and safety in a practical context.
- Experience or knowledge of online services
Please apply at your earliest convenience to avoid disappointment. If we receive a large number of applications for the role, we may close the advert sooner than the specified closing date.
We’re building a diverse and talented team at BRE. We know that different perspectives, experiences and skills will help us be more innovative in delivering effective solutions for our customers.
