Be a champion of customers’ voices
Does this sound like you?
You’re looking for a highly visible role where your self-motivation and ownership skills will shine. You’re looking for the next step in your career and want to grow into a company with a truly impactful product .
You’re highly empathetic to customers and are motivated to give them the best possible experience with you. You’re also passionate about championing their voice across the business. You’re a natural problem solver and consider both impacts and outcomes to find the best solution to the issue. You find it easy to develop relationships and build connections with other teams and utilise these networks to share patterns in recurring customer issues.
To be successful you’ll have:
* Experience in a customer-facing role.
* The ability to adjust the tone and style of your communication, picking up on our brand tone of voice.
* An analytical mindset, with evidence of using data to provide reports and insight to customers.
* Great organisational and administrative skills alongside self-motivation in order to effectively manage your time between roles.
* Experience working in a target-oriented environment and the ambition to achieve your goals.
* The ability to adapt to process changes, changing priorities and customer needs, proactively seeking out improvements.
* Critical thinking skills to observe and spot patterns as well as the confidence to report key errors to the relevant teams in order to enhance the platform.
* Resilience to tackle challenging situations and on occasions, very high volumes of traffic.
* A confident, consultative approach when speaking to customers and a variety of key stakeholders to create feedback loops and influence customer decisions.
* Technical proficiency in Excel and Google Sheets and the ability to adopt new tools.
What you’ll be doing (in a nutshell)
As a Customer Support Specialist, you will be responsible for providing exceptional day-to-day support across both the front-line customer queues and to our Business customers, across their entire journey with us. Your time will be split between the two work streams and you’ll report directly to a UK Team Leader.
You’ll ensure that all customers receive the best value from our products by driving engagement, as well as championing customers’ voices within Perkbox.
Part of your role will entail being the first line of support for customers who may be HR professionals, Directors & senior decision makers as well as users of the Perkbox platform.
Day to day you can expect to:
* Have a 50% split between Customer Happiness (B2C) and Business Customer Support (B2B) Although this % split could vary during business critical times (Seasonal sales, product launches etc)
* Work to create a world class experience for our customers
* Respond to customer queries through email, live chat and social media.
* Bring customers on our journey through the delivery of successful reactive and proactive engagement where appropriate.
* Influence customers by providing guidance, support and reporting, using your Perkbox knowledge to demonstrate the ROI.
* Manage customer issues and queries in a timely and professional manner.
* Be a reliable point of contact and brand ambassador for Perkbox and its products in order to provide business user and administrative support
Some of the ways we look after our teams:
* Working within a vibrant collaborative culture, flexibly and office-based (3 days per week), supported by a close knit team who are committed to helping each other grow
* The opportunity to grow your expertise by supporting business for one of the fastest rising companies in the employee experience space
* 25 days holiday leave every year, plus a day for your birthday, as well as generous sick and maternity leave
* We practise what we preach! As a part of the Perkbox family, you’ll have an amazing team atmosphere with regular team social events, unlimited drinks and snacks, and all the perks on the Perkbox platform
* Generous personal learning and development budget for anything work-related
* 24/7 confidential employee assistance helpline
You can also see the full list of benefits on our careers page!