Time zones: SBT (UTC +11), GMT (UTC +0), CET (UTC +1), EET (UTC +2), MSK (UTC +3)
UK-based software company seeking for a EMEA English-speaking Software Customer Support representative/specialist considering both remote or in office (London) arrangement depending on candidate.
Ability to communicate clearly and professionally, both verbally and in writing.
Has “thick skin” and is able to handle complaints and unpleasant customers.
Good comprehension skills- ability to clearly understand and state the issues customers present.
Highly developed sense of integrity and commitment to customer satisfaction.
Demonstrated passion for excellence with respect to treating and caring for customers.
Strong detail orientation and communication/listening skills.
Willingness to work a flexible schedule and occasional overtime when needed.
Possess a strong work ethic and team player mentality.
An amazing sense of humour and wants be part of in-house team
Computer knowledge/ skills
Some experience working with technical product such as software in B2B
Some knowledge and experience with Ticketing systems, online chats and email handling queries (Interom, zendesk, Jitea or similar)
Troubleshooting and providing technical resolutions
Excellent customer service skills, including maintaining focus on customer issue in a fast-paced environment
Ability to empathise with and prioritise customers needs
Demonstrate interpersonal skills with diverse customer base
Demonstrate ownership to resolve challenging customer issues, escalating when necessary
Demonstrate conflict resolution and negotiation skills
Ability to determine customer needs and provide appropriate solution
Problem solving skills
Effective problem solving skills including decision making, time management and immediate prioritisation of tasks as assigned
Troubleshooting, escalation and ticket resolution
Ability to approach problems rationally and logically
Action oriented and self-disciplined
Organised and detail oriented
Ability to handle multiple customer queries
2+ years of experience in customer service or help desk capacity required. Some experience with multi-line telephones, online ticketing systems, and personal computers helpful.
Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
Thoroughly and efficiently gather customer information, access and fulfil customer needs, educate the customer where applicable to prevent the need for future contact.
Manage and prioritise multiple concerns
organise workflow to meet customer timeframes
record details of inquiries, comments and complaints
communicate and coordinate with internal departments
Handles issues in the best interest of both customer and company.
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
Responsible for compiling and generating reports as they relate to customer service surveys.
What we offer:
Salary range depending on experience (£20,000- £25,000 / €24,000 – €30,000)
20 + days Paid holidays + local public holidays
Bonuses and performance reviews
Formal training programs
Career growth opportunities
Super fun and friendly team
The selected candidate is expected to remain current in product changes, licensing, technical developments, and continuing education
If you are motivated to succeed and can see yourself in this role, please complete our application. We will follow up with you on the next steps in the interview process.
If interested, please apply by sending your CV (link below).
To apply for this job please visit forms.monday.com.