Customer Support Representative - London

synthesia.io; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in AI technology is seeking a Customer Support Representative in London. The role involves responding to customer inquiries, resolving issues, and collaborating with teams to enhance customer satisfaction. Ideal candidates will have a strong customer-oriented attitude, excellent communication skills, and experience in a technical support environment.

Qualifications

• At least 1 year experience in a technical support environment.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.

Responsibilities

• Respond to customer inquiries via email, chat, or social media.
• Provide accurate information and support to resolve customer issues.
• Collaborate with technical support specialists and product specialists.

Skills

Communication

Customer-oriented attitude

Multitasking

Time management

Education

High school diploma or equivalent

Tools

CRM systems (Zendesk, Freshdesk, Intercom, Hubspot, Salesforce)

Job description

Customer Support Representative - London

London

Role Overview

We are seeking a Customer Support Representative to join our team in London. The successful candidate will respond to customer inquiries via various channels, provide accurate information, resolve issues, and collaborate with other teams to ensure customer satisfaction.

Responsibilities:

• Respond to customer inquiries via email, chat, or social media promptly and professionally
• Provide accurate information and support to resolve customer issues
• Identify and escalate complex issues to Tier 2 support when necessary
• Collaborate with technical support specialists, support product specialists, and leadership
• Maintain accurate customer information in CRM systems (Intercom & Salesforce)
• Meet performance metrics such as response times, resolution rates, and customer satisfaction
• Continuously update product knowledge and support processes
• Provide feedback to improve support procedures

Requirements:

• High school diploma or equivalent
• At least 1 year experience in a technical support environment
• Excellent verbal and written communication skills
• Customer-oriented attitude with a desire to exceed expectations
• Ability to multitask and manage time effectively
• Experience with CRM systems (Zendesk, Freshdesk, Intercom, Hubspot, Salesforce)
• Ability to work in a fast-paced environment
• Ability to work independently and as part of a team
• Flexibility to work shifts, including weekends and holidays

Performance Metrics:

Success will be measured by KPIs such as Customer Satisfaction (CSAT & NPS), First Response Time, SLA, and Productivity.

Working Hours:

This role requires supporting customers 24/7, with shifts between 6am and 12am, including weekends and holidays.