Customer Implementation Consultant

After a period of sustained international growth, we are looking to strengthen our service department to support a growing customer base. Driving an inclusive company culture, we work closely with employees on their own personal development plans, aligning personal and business goals for shared success.

About the role:

A positive and confident communicator, with an excellent telephone manner, you will be the first interaction for many prospective customers looking for a tech-led solution to their challenges. As a member of the customer support team, you will play a key role in handling customer support calls to onboard new customers and resolve any queries timely and efficiently.

Responsibilities:

• Deliver training for new customers as part of their onboarding process
• Take inbound customer support calls, answer webchats and tickets
• Provide excellent customer service by phone, email, webchat and online user support
• Where appropriate, escalate and accurately record customer data
• Conduct remote trouble-shooting and training sessions with clients
• Develop and maintain an in-depth knowledge on all products and services
• Working to call time and upselling targets, using a “soft sales” approach to proactively identify growth opportunities and attend to customer needs

Requirements:

The best candidate for this role would be;

• Driven and proactive - Can work independently and is determined to succeed (essential)
• Organised - Manage diary, phone and update systems with great attention to detail (essential)
• Resilient - Can bounce back from challenging customers, remaining calm and professional while dealing with volume calls (essential)
• Personable - Able to keep calm and show empathy for customers (essential)

Tech-literate and knowledgeable - Have a basic understanding of Android, iOS and Windows Operating Systems, a basic knowledge or experience in using Google Suite, and an awareness of customer CRM systems and data input (preferred, not essential)