Customer Support Consultant

Redcat; London; On-site; GBP 28,000 - 33,000; Full time

Job summary

A leading company in hospitality software solutions is seeking an entry-level Customer Support Advisor to enhance their UK operations. The role involves managing customer inquiries, providing training, and ensuring client satisfaction. Ideal candidates will have a background in IT or hospitality, excellent communication skills, and a passion for customer service.

Qualifications

• Experience in IT and/or hospitality.
• Ability to work in a fast-paced environment.
• Full UK Driving License required.

Responsibilities

• Handle inbound support calls and respond to email requests.
• Host training sessions for clients.
• Manage support escalations and communicate with internal teams.

Skills

Customer Oriented

Excellent Communication

Organisational Skills

Problem Solving

Patience

Job description

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An accomplished and senior leader now working with an established Australian Hospitality POS/SaaS solutions company to grow their customers and…

TheRedcatHospitality IT Platform offers business-management software and hardware solutions that cover web and mobile applications including online ordering and loyalty systems, tightly integrated with the point of sale (POS) and back of house applications. Redcat also supports multiple integrations to enhance the offerings suite for our clients.

We work with amazing hospitality brands like Boost Juice, Nando's, Chatime, Grill'd, Schnitz in Australia, and brands like GongCha & ThaiExpress in the UK just to name a few, to provide them with a hospitality IT platform that provides a seamless customer experience.

We are looking for a strong all-rounder to help us continue our growth in the UK.

Key Responsibilities

• Handle inbound support calls received through phone calls.
• Respond to support requests received via email.
• Productively act as part of the team while representing the Redcat values.
• Host training sessions for new and existing clients on our product.
• Work with internal teams on support escalations while managing customer expectations around resolution and timeframes.
• Escalate calls to third-party providers as appropriate.
• Communicate regularly to internal stakeholders in particular with the Support and Implementation Managers, along with the Operations Director.
• Participate in team meetings as required.
• Operate in a fortnightly, 7 day rotating roster (9am – 5pm , 11am - 7pm, 1pm - 9pm) *Note* Shift changes do occur inline with daylight savings.

About you

To thrive in this role you…

• Have experience in either IT and/or hospitality.
• Thrive in a fast-paced multi-tasking role that requires excellent discipline and organisational skills.
• Are customer oriented.
• Enjoy working as a part of a team and in a collaborative manner, but able to work autonomously and take ownership of their work.
• Understand the urgency of our customers, and act accordingly.
• Excellent communicator, facilitator and trainer.
• Think outside the box in order to solve problems.
• Be a people person, love to chat, and love to help.
• Have patience. This role requires a high level of patience to work at the user's pace.
• Need to be skilled at managing customer expectations.
• Have a full UK Driving Licence.

Our Values

Integrity - We stand for integrity

Teamwork - Together we shine

Customer Centric - We have the customer at the Heart

Innovation - Be the agent of change

Accountability - We deliver what we promise

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Hospitality

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