Customer Support Consultant - Onboarding Norwich, England
Job description
About the company:
Welcome to Epos Now - we're a leading fintech business, with a mission to help small businesses grow and thrive using our cloud-based software. We are rapidly developing (with offices across the world), and want to expand our Onboarding teams to support further growth this year.
About the role:
A positive and confident communicator, with an excellent telephone manner, you will be the first interaction for many prospective customers looking for a tech-led solution to their challenges. As a member of the customer support team, you will play a key role in handling customer support calls to onboard new customers and resolve any queries timely and efficiently.
Responsibilities:
- Deliver training for new customers as part of their onboarding process
- Take inbound customer support calls, answer webchats and tickets
- Provide excellent customer service by phone, email, webchat and online user support
- Where appropriate, escalate and accurately record customer data
- Conduct remote trouble-shooting and training sessions with clients
- Develop and maintain an in-depth knowledge on all products and services
- Working to call time and upselling targets, using a “soft sales” approach to proactively identify growth opportunities and attend to customer needs
Requirements:
The best candidate for this role would be;
- Driven and proactive - Can work independently and is determined to succeed (essential)
- Organised - Manage diary, phone and update systems with great attention to detail (essential)
- Resilient - Can bounce back from challenging customers, remaining calm and professional while dealing with volume calls (essential)
- Personable - Able to keep calm and show empathy for customers (essential)
- Tech-literate and knowledgeable - Have a basic understanding of Android, iOS and Windows Operating Systems, a basic knowledge or experience in using Google Suite, and an awareness of customer CRM systems and data input (preferred, not essential)
Benefits:
- Progression and increased basic salary through performance targets
- Earn uncapped commission through an “inbound sales” approach
- 20 days annual leave, plus bank holidays
- Exclusive retail, restaurants, travel and accommodation discounts
- Modern “London-style” offices. Includes PS4, ping pong tables and summer tiki bar, with free parking
- Hybrid working after period of service
- 24/7 access to health/well-being online centre
- Company celebratory events (summer and winter)
- Long service and half annual awards
What are the next steps?
Interviews for this role are starting immediately, so you could be joining our team very soon! Successful candidates will have a short screening call with our partner company, RecruitmentJunky, before being invited for a video interview with a hiring manager.
Job Types: Full-time, Permanent
Salary: From £20,510.00 per year
Benefits:
- Employee discount
- Life insurance
- On-site parking
- Private dental insurance
- Private medical insurance
- Wellness programme
Schedule:
- 8 hour shift
- Monday to Friday
- Night shift
- Weekend availability
Supplemental pay types:
- Bonus scheme
- Commission pay
- Yearly bonus
Ability to commute/relocate:
- Norwich, NR4 6DJ: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer Service: 1 year (required)
Shift availability:
- Night shift (required)
- Day shift (preferred)
Work Location: One location
Reference ID: NORDAYIMP
Expected start date: 15/05/2023
