Customer Service Advisor - 12 months FTC

ParentPay Group; Coventry; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player is seeking a Customer Service Advisor for a 12-month fixed-term contract. In this pivotal role, you will be the first point of contact for customers, addressing software-related issues through various channels including phone, email, and web chat. Your excellent communication skills will be vital as you provide first-line support, ensuring all inquiries are logged in the Zendesk system for effective tracking. This position offers the opportunity to enhance customer satisfaction by resolving issues promptly and professionally while identifying areas for service improvement. Join a dynamic team and make a significant impact on customer experience!

Qualifications

• Excellent communication skills are essential for this role.
• Must be self-motivated and able to work independently.

Responsibilities

• Provide 1st Line Support via phone, email, and webchat.
• Ensure all support requests are accurately recorded on Zendesk.
• Build strong relationships to create a positive customer experience.

Skills

Analytical Problem Solving

Verbal Communication

Written Communication

Customer Service

Technical Communication

Self-Motivation

Time Management

Tools

Zendesk

Job description

Customer Service Advisor - 12 months FTC

Application Deadline: 30 June 2025

Department: Customer Support

Employment Type: Fixed Term - Full Time

Location: Coventry, UK

Reporting To: Adam Meehan-Brown

Description

As a Service Desk Analyst, you will be the first point of contact for all customers regarding software related issues. Requests will come through to the service desk via phone, email and web chat so it is important that you possess excellent written and oral communication skills and can deliver high levels of customer service at all times.
All enquiries must be logged on to the Zendesk application so that all tickets can be effectively tracked and managed and you will be expected to provide first line support whilst working within agreed SLA's.
You will also be responsible for the efficient and timely escalation of issues and keeping customers informed of progress and/or resolution.
You will be expected to identify opportunities to improve the service provided to our customer base and ensure that at all times the company is represented as professional, courteous and helpful.

This is a 12 month maternity cover contract.

Key Responsibilities

• Provide 1st Line Support to all customers (both internal and external) via telephone, email and webchat
• Ensure that all support requests are recorded accurately and professionally on the Zendesk system so that all tickets can be effectively tracked and managed.
• Ensure any issues which require further investigation are escalated to the Group Leader in a timely manner and clearly documented descriptions of the fault are provided, thus ensuring that a swift resolution can be found.
• Liaise with colleagues across departments to ensure incidents are resolved and customer communication is complete.
• Increase the number of first time fixes by information sharing and documentation of issues on the staff knowledge base.
• Take responsibility for ensuring that customers are kept fully updated at all times on the progress and resolution of issues that they have logged.
• Build strong relationships creating a positive customer experience at all times
• Keep abreast of software developments and ensure any gaps in knowledge are addressed.
• Attend internal and external training courses relevant to company products, as required.
• Follow all standard processes and procedures and implement any changes to working practices as requested to do so.

Skills, Knowledge and Expertise

• Must have an analytical approach to problem solving.
• Can demonstrate excellent communication skills both verbal and written.
• Can communicate technical issues to a non-technical customer.
• Must be self-motivated and able to work without direct supervision, taking responsibility for completing assigned tasks to the required deadlines.
• The ability to work under pressure and prioritise workload effectively
• Experience in mobile device management would be advantageous
• Ability to communicate effectively at all levels