Customer Support

GEM Partnership; West of England; Hybrid; GBP 22,000 - 32,000; Full time

Benefits offered by this job

Generous salary

Flexible benefits

Training & support

Flexible/home working

Job summary

Gem Partnership Ltd. is recruiting for a Customer Support role in Bristol. You will be the first point of contact for customers, delivering a personal service and guiding them through product information, issues, and account setup.

The role offers flexible/home working options and ongoing training to grow with a fast-growing customer base. We value a calm, professional demeanor, strong communication skills and a proactive approach to resolving questions.

Qualifications

• A logical approach to solving problems in a fast-moving environment.
• Ability to remain calm, professional and customer-focused under pressure.
• Strong communication and interpersonal skills with a customer-centric mindset.
• Comfort with multi-tasking and maintaining accurate customer records.

Responsibilities

• Be the first point of contact for customer support requests.
• Interact with customers to provide information and resolve questions about products and services.
• Follow standard processes and adhere to customer SLAs.
• Identify priority issues and escalate to Management when needed.
• Build rapport with customers by offering support and advice.
• Log and update customer records accurately.
• Assist in setting up and maintaining customer accounts.
• Deliver online training sessions as required.

Skills

Logical problem solving

Fast-paced adaptability

Professional attitude

Multi-tasking

Strong communication

Customer service mindset

Ownership & can-do attitude

Tools

CRM software

Ticket management system

Job description

Our client in Bristol is looking for a new team member to join their Customer Support Team.

Job Description

They are breaking the norm in the construction industry and have digital products that are bang on for an old industry. They need to grow their team to support their fast-growing customer base and want individuals who are able to deliver a fantastic, personal customer experience. They have the tools and the knowledge to ensure this role is enjoyable as much as their customers will enjoy having you on their side.

Package

• Generous basic salary
• Generous and flexible working benefits
• Structured and ongoing training, hands on support
• Flexible/home working policy

Key Responsibilities

• Be the first point of contact for customer support requests
• Interact with customers to provide and process information in response to their questions, problems, concerns and requests about products and services
• Follow standard processes, procedures and adhere to customer SLAs
• Identify and elevate priority issues to Management team
• Build a rapport and strong relationship with customers by offering support and advice
• Accurately log and update customer records
• Assist in setting up and maintaining customers' accounts
• Delivering online training sessions
• Ability to adapt to the needs of a growing business

Required Experience/Skills

• A good logical approach to problem solving
• Ability to think on your feet in a highly demanding and fast-moving environment
• Professional attitude and presentation; polite, calm and customer-focused
• Strong multi-tasking ability
• Strong communicator with good interpersonal skills
• Commitment to always providing excellent customer service
• Take ownership of situations with positive and a can-do attitude

Desirable skills that will make you stand out from the crowd

• Experience supporting end users in a customer service environment
• Experience working with SaaS applications/training services
• Experience in using ticket management or CRM software

This vacancy is being advertised on behalf of Gem Partnership Ltd who are operating as an employment business.

We are committed to fair, consistent, and inclusive recruitment practices, and all applications are reviewed in line with relevant employment legislation and our equal opportunities principles.