Job Description
Want to deliver tech with purpose, with people who care?
Join an Organisation that helps keep children safe online.
Who we are ?
We are a technology company that exists to protect and support every child's digital journey. Leveraging our industry leading technology, we are currently protecting 20k+ schools and 10+ million students worldwide. We’ve grown fast - we’re ASX-listed (FZO: AX) and currently have 500 employees. Our corporate headquarters is located in Australia, with operations in the US, New Zealand and Europe (United Kingdom & Spain). We’re all proud of our incredible journey so far...and the best is yet to come. That’s where you come in!
What's the opportunity
A Customer Care Representative resides in our Customer Care Team, who manage the Service Desk for our Technical Support Team. They have the customer’s, and consequently the children’s, needs at the forefront of everything they do. They handle customer interactions for an organisation. Their top duties include responding to phone calls, resolving customer queries and maintaining customer service records. The successful candidate will be the first point of contact for the company and therefore must represent our values and set the standard for customer service.
What will you do?
- Manage incoming phone calls to the Service Desk, and direct them to the appropriate engineer where applicable.
- Log incidents and service requests into the call management system.
- Provide customers with regular updates and keep them informed on the progress of their tickets.
- Be responsible for the successful functioning of the Service Desk by eliminating abandoned call rates.
- Manage customer’s expectations and understanding of their SLA’s and how the Service Desk will adhere to them.
- Arrange replacement equipment to be sent out to customers in the event of a failure, and ensure the faulty equipment is returned.
- Manage vendor relationships.
- Keep our customer database up to date for effective customer service.
- Provide customers access to our self help material to reduce strain on the Service Desk.
- Work with the 1st Line Support Team and ensure all tickets have been prioritised correctly and have enough information.
- Coordinate/schedule in work with the Support Engineers.
- You may be asked to take inbound live chat requests from customers.
- Identify and Highlight patterns amongst incidents that could be a result of an outage or major incident.
Here's how you'll do it.
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Have a sound understanding of our products and services so you can answer customer’s queries and questions.
- Ensure customer satisfaction and provide professional customer support.
- Eagerness to collaborate across departments.
Remote Worker but based in Yorkshire with the ability to travel to our Leeds Office for hybrid working. (2 Whitehall Quay, Leeds LS1 4HR)
Shift: Monday - Friday 8:30am - 5:00pm GMT
Does not include Bank Holidays
What you'll bring:
You are passionate about customer service, and instil a culture of continuous improvement, through effective communication within the support department and to our customers. You are a motivated team player and exhibit strong communication skills to deliver an excellent Customer Experience on every call, keeping customer satisfaction at the core of everything you do.
Required:
- Have experience in a customer service role.
- A high level of written and spoken English.
- Experience of dealing with enquiries both in person and over the phone/email.
- Strong organisational skills.
- Work well in time pressured situations.
- Ability to empathise with customers.
- Ability to remain professional when interacting with difficult and reactive customers.
- An understanding of safeguarding children and how education organisations are run
Ideal:
- An understanding of safeguarding children and how education organisations are run.
- Experience working in, and understanding, ITIL structure.
- Experience with the following systems:Google Workspace (Google Meets, Google Docs, Google Sheets)
Microsoft Office (Including Teams)
Zendesk
RingCentral
Confluence (&Jira)
Notepad ++
Lastpass
Zoom
Slack (Not a priority)
Team Viewer (Not a priority)
Why choose Smoothwall by Qoria?
In this role, you can expect:
- Employee Share Scheme
- 25 holidays +1 day on your work anniversary up to 30 days.
- Learning & Development Days
- Private health insurance
- Tech Allowance
.... and much more
More importantly, you’ll:
- Deliver tech with purpose...
As a Customer Care Representative, your work truly matters. Your skills, knowledge and ideas will all help children stay safe online. It feels good to do good.
Our Care Team is amazing! They’re very supportive. We all take ownership of our work, end to end. And at the same time, we really care about growing and winning together.
- Through work that you love...
You’ll get to interact with our global customer base providing excellent customer care that contributes to keeping children safe online.
- And a career that you own...
This role offers so many opportunities to expand your skills and grow your career. And as you step up and take ownership to make things happen, you’ll carve out an incredible career.
We’d love you to apply, even if you don’t have experience with ITIL structures or working on a Service Desk.. We’re pro-learning.
At this stage we are only accepting applications from those with full working rights.
Shortlisting will commence immediately.
Job Types: Full-time, Permanent
Salary: £21,000.00-£23,000.00 per year
Benefits:
- Company pension
- Private medical insurance
- Referral programme
- Sick pay
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: Hybrid remote in LS14HR
Application deadline: 17/06/2023