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Customer Support Advisor

TES Global
Job LocationSheffield
EducationNot Mentioned
Salary£10.99 per hour
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

Customer Support AdvisorLocation: SheffieldFull time, permanent £10.99p/hTes is an international provider of digital solutions, which is passionate about using technology to make life easier for schools and teachers. All products and services are built with teachers and schools needs at the core, ensuring they are innovative, trustededucation solutions. Role overview: Providing customer support for our customers via all channels including email, phone, webchat. Building a strong rapport with customers and giving them a voice by feeding their experiences and feedback to the rest of the business.Key to this role is ensuring we meet agreed SLA’s (Service level agreements) and deadlines, the role will be varied and cover a wide range of tasks.Key Responsibilities:

  • Effectively handle, manage, resolve, and log customer contacts received through a range of customer support channels in a timely and professional manner
  • Liaise with other internal and external partners to ensure issues are resolved and ensure a smooth transaction for our customers
  • Take ownership, managing, investigating, resolving, and logging customer contacts and enquiries
  • Meet all SLAs for transactional and subscriptions customers, and be willing to work as deemed necessary to ensure all SLAs are met in line with company policies
  • Provide technical support and assistance to customers throughout their contract lifetime.
  • Optimise customer satisfaction and meet defined quality standards for contact handling and associated administration.
  • Work effectively as a team and autonomously
  • Support customers with help requests, technical issues, complaints, suggestions, and praise received through a range of customer support channels
  • Be able to communicate effectively and listen to a customer’s specific situation and needs
  • Process advert requests and queries from our customer base
  • Have strong, up to date product knowledge across the Tes brands to advise and add value to customers experience and encourage engagement
  • Follow escalation procedures for technical and product development issues, liaising with internal and external partners
  • Assist other areas of the Operations department when necessary due to demand
Weekend work maybe required on an adhoc basis during peak seasonal times which will be provided back as time in lieu....

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