Customer Support Representative

Our client seeks a Customer Support Representative to join their team. Role Profile: Our client is looking for a motivated, well-organised great communicator to join their customer support team. You'll play a crucial role in providing first-class customer service to our small business customers, including answering general and technical queries by phone, email and live chat, as well as helping to onboard new customers and generating reports and statements for customers. You'll take an intelligent approach to understanding issues that occur, and will develop the ability to resolve them professionally and accurately in a timely manner. Key Responsibilities: Alongside your daily duties, you will be expected to proactively identify, plan and implement continuous improvements to customer support workflows. This will include developing internal best practice playbooks and implementing systematic improvements, including writing and updating customer-facing knowledge base answers and internal procedures. Answering customer queries. Customer queries are received through telephone calls, text messages, WhatsApp, email and live chat. Diligently prioritise and manage a shared support inbox. Answer phone calls and assist customers who need help, writing clear notes for your colleagues. Respond to email, live chat, and WhatsApp messages in a professional manner. Work closely with customers to understand the challenges they are facing and share feedback with the business. Opening customer accounts. When new customers join us, you'll open their account and ensure they are sent the necessary information and instructions on how to use the service. Open the account and allocating a card payment terminal. Maintain detailed and accurate records of the terminal and SIM. Complete verification checks on new account openings, requesting additional information from customers when required. Send welcome emails with login information. Inventory management. Ensuring stock levels are communicated within the business. Charging, configuring and preparing payment terminals for dispatch. Processing faulty and damaged returns, and checking warranty status before sending replacements. Maintaining adequate stock levels of consumables such as SIM cards, stickers and signage. Recording dispatch information Key Skills and Qualifications: You must have a proven ability to communicate clearly (both written and oral communication), treating customers with respect and demonstrating understanding of their issues. You should be a well-organised person who can confidently plan and execute a to-do list while juggling competing priorities, including managing a busy inbox. You should also be able to demonstrate your commitment to developing your skills - a great attitude and growth mindset are important. Essential. Experience in a similar role, such as a customer service position. Strong skills in verbal and written communication. Ability to work accurately under pressure. Active team player and multitasker who can quickly adjust priorities. Can-do attitude, self-motivated with an entrepreneurial mindset. Basic computer literacy including spreadsheets, documents and email. Desirable but not essential. Experience in a Business-to-Business sector, particularly in software or payments.
If you have the required skills please apply online at searchandselect.com quoting reference number: 14792