Customer Support Representative

Cognibox; Guildford; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Customer Support Representative to enhance customer satisfaction through outstanding support. In this dynamic role, you will manage customer communications across various channels, ensuring every interaction is positive and solution-oriented. The company promotes a hybrid work environment, allowing flexibility between office and remote work. With a strong focus on customer service excellence, you will collaborate with internal teams to address customer concerns and drive product adoption. This is a fantastic opportunity for someone passionate about problem-solving and dedicated to exceeding customer expectations.

Benefits

Enhanced Parental Leave

Generous Annual Leave

Healthcare Plan

Annual Giving Day

Cycle-to-work Scheme

Pension Scheme

Life Assurance

Rewards Program

LinkedIn Learning License

Qualifications

• Experience in customer support or relations role is desirable.
• Strong written and verbal communication skills are essential.

Responsibilities

• Handle inbound and outbound customer communications via phone, email, and chat.
• Resolve product and service issues efficiently and positively.

Skills

Customer Service Excellence

Communication Skills

Problem Solving

Adaptability

Education

Experience in Customer Support

Experience in Call Center Environment

Tools

Salesforce

MS Office (Word, Outlook, Teams, Excel)

Job description

Customer Support Representative

Department: Operations

Employment Type: Permanent

Location: Morden, UK

Reporting To: Senior Manager of Customer Experience

Description

As a Customer Support Representative, you are responsible for handling inbound and outbound customer communications via phone, email, and live chat. You will assist customers by providing product and service information, as well as resolve product and service issues in an efficient, professional, and positive manner.

What that means day to day

• Provide Outstanding Support: Offer friendly, professional, and unparalleled support to our customers via chat, email, and phone (both inbound and outbound). You’ll be the go-to person for resolving issues and providing helpful guidance.
• Hit and Exceed Targets: Focus on exceeding customer satisfaction goals, response times, and resolution metrics, ensuring every interaction leaves a positive impression.
• Be a Problem Solver: Report emerging issues and collaborate with the team to resolve them with a positive, solution-focused mindset.
• Drive Product Adoption: Help customers get the most out of our products by sharing best practices, troubleshooting tips, and optimisation strategies to boost their success.
• Collaborate Across Teams: Work closely with other internal teams to resolve customer concerns and provide a seamless experience.
• Stay Organised: Manage customer interactions in our Salesforce system (training provided) to ensure every detail is documented and nothing is missed.

What you’ll need to be successful

• Experience in a service job, preferably customer support in a call center environment or customer relations role is desirable.
• Strong written and verbal communication skills, with the ability to express a pleasant and positive manner via chat/email.
• A professional approach to work and integrity with regards to work ethic.
• Experience with MS Office systems - Word, Outlook, Teams, Excel etc.
• Experience with Salesforce (or similar CRM) is advantageous.

Personal Attributes

• Passionate about finding solutions and persevering until a resolution is found.
• Strong focus on customer service excellence and achieving positive outcomes.
• A team player with the ability to adapt to changes in workload, systems, and processes.
• Customer-oriented: Take ownership of the customer's experience and be able to solve inquiries effectively and efficiently.
• Self-motivated, team-oriented, and focused on exceeding customer expectations.

What you'll get in return

Alcumus has a hybrid workplace policy, where you will work from the office 5-days per week one week, with 5-days remote the next on a rota.

We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work and below are some of the perks and benefits we offer:

Personal Health & Wellbeing / Benefits

• Enhanced Parental Leave
• Generous annual leave
• Healthcare Plan
• Annual Giving Day – an extra day to give back to yourself or your community
• Cycle-to-work Scheme

Future Planning

• Pension scheme with employer contributions
• Life Assurance – 3X base salary
• Rewards Program – access to discounts and cashback
• LinkedIn Learning License for upskilling & development

Interested but don’t feel you meet all the requirements?

Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we do consider where an individual might not meet all the criteria, but have the aptitude and capability, nonetheless. Our priority is to ensure we set people up for success. We will make a final call based on our determining whether we can offer the necessary support to upskill or provide the developmental support needed for you to get the best out of this opportunity with us!

Bring Your Whole Self to Work

Alcumus is proudly an equal-opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.

What you can expect if you apply:

• A response to your application within 15 working days
• An interview process consisting of:
  • An initial discovery call with the recruiter
  • A first stage interview via Microsoft Teams
  • Additional interview (likely face to face) with the stakeholders you’ll be working with closely in the role

We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.