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Job description

Shift Patterns Available - 37.5 hours per week (7.5 hours per day).

- 05:00am - 13:00pm / 06:00am - 14:00pm - £25,000pa

- 08:00am - 16:00pm / 10:00am - 18:00pm - £24,000pa

- 13:00pm - 21:00pm / 14:00pm - 22:00pm - £26,000pa

The Role

The Customer Service Ambassador will be the first point of contact for business customers, providing dedicated support for their business account. They will be tasked with supporting customers with setting up and onboarding their accounts and will provide advise and support to the customer based on their specific needs. Candidates will deliver bespoke, high quality support from start to finish to ensure the highest level of customer satisfaction.

Who We Are Looking For:

We are looking for candidates with exceptional customer service skills, who have a passion for helping customers and an interest in IT. Candidates who have contact centre experience would be an ideal fit for this role, but we are completely open to candidates from a variety of backgrounds, as long as you have some customer service experience and are interested in working within the tech industry. You might have a background in hospitality or retail and be looking to take your career in a new direction.

Why Work At Subfero?

At Subfero we pride ourselves on being an excellent place to work and we really value our employees and their wellbeing. We offer extensive benefits for our employees which include the following:

• 22 Days Annual Leave + 1 extra day for length of service up to a maximum of 25 days (1 day accrued per year and this will be added onto the following years entitlement).
• A paid day off on your birthday! (Or, as near to this date as possible and depending on business needs).
• Company Pension Scheme (if you pay a minimum 5% and we will pay in an additional 3%).
• Comprehensive training programme.
• Free Premium Gym membership at the Aztec West Hotel and Spa
• Free drinks, snacks, and fruit in the office
• The option to join a private healthcare scheme.
• A fun and collaborative working environment!

Key Responsibilities

• Delivering exceptional customer service to Microsoft 365 Very Small Business customers during their onboarding journey.
• Monitor your queue to ensure all processes are adhered to - customer journey is paramount.
• Seeking consultation from colleagues and support teams to progress cases to closure.
• Providing a great customer experience while acting in a professional and understanding manner when liaising with customers on the phone, via email, or chat.
• Keeping precise and meticulous records of customer interactions, steps completed, and information gathered.
• Prioritising and processing customer help requests in a fast-paced environment.
• Building sustainable relationships and trust with customers through open and interactive communication.
• Have quality conversations with customer to gather information about their goals and use rapport to help take them on customer journey’s.
• Going the extra mile to engage with customers and understand their business needs.
• Staying up to date with Microsoft 365 products comprehensively to advise and assist our customers in setting up and choosing right products for their business.
• Delivering reports and presentations on suggestions and learnings from cases.
• Being proactive in identifying areas of improvements which could be made and feeding this back to colleagues and management to improve the service being provided to customers.
• Working with the team to identify and deliver positive changes and business efficiencies.

Key Attributes

• Excellent customer service skills with a passion and drive to help others.
• Professional in all interactions, with a positive ‘can do’ attitude towards tasks.
• Able to take ownership of problems and see them through to resolution.
• Collaborative, with a desire to help others work towards targets and develop their skills.
• Resilient, with the ability to work well under pressure in a target driven environment.
• Results orientated with a drive to continuously improve.
• Ability to priories tasks effectively and work towards strict deadlines in line with pre-defined company SLA’s.
• Excellent communication skills both written and verbal, with the ability to listen and empathise.
• Able to manage workload independently and proactively, using your own initiative to
• resolve issues.
• Possess a creative and critical mind with a solution focused mindset.
• A proven interest in information technology and preferably Microsoft Office 365.
• Experience supporting customers in a multi-channel contact centre environment is essential.
• Knowledge of the Microsoft 365 onboarding experience is preferable

Job Types: Full-time, Permanent

Salary: £24,000.00-£26,000.00 per year

Benefits:

• On-site parking

Schedule:

• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus scheme

Ability to commute/relocate:

• Bristol: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

• Customer service: 1 year (preferred)
• Technical support: 1 year (preferred)

Language:

• English (preferred)

Licence/Certification:

• Driving Licence (preferred)

Work Location: In person