We are seeking a highly skilled and motivated Support Centre Agent to join our dynamic team. As an industry leader, we're on an exciting growth journey, transforming the way training providers and employers manage and support their learners.
As a Customer Support Agent, you will provide first-line technical support to our customers via calls, chats, and a ticketing system. Your primary responsibility will be to answer questions about our software, manage customer inquiries, and resolve issues promptly.
* Technical Support: Provide technical assistance via multiple channels, ensuring timely resolutions to customer queries.
* Customer Inquiries: Manage and resolve customer complaints, escalating complex issues when necessary.
* Service Standards: Maintain high levels of service quality, meeting defined response and resolution targets.
* Zendesk Logging: Record all interactions, including customer issues, escalations, and actions taken in Zendesk.
* Client Communication: Deliver exceptional customer service through professional communication and a helpful attitude.
* Customer Relationships: Build strong relationships with customers by providing personalized support and enhancing user satisfaction.
* Product Knowledge: Develop in-depth knowledge of the aXcelerate system to confidently support customers.
* Cross-Functional Support: Collaborate with cross-functional teams to identify customer pain points and drive improvements.
About You
* Passion for Customer Service: Demonstrate a genuine enthusiasm for delivering outstanding customer experiences.
* Fast-Learner: Showcase your ability to quickly master new software systems and workflows.
* Communication Skills: Possess strong interpersonal, verbal, and written skills, with the ability to communicate clearly in all channels.
* Problem-Solving: Display your capacity to escalate complex issues and resolve them promptly.
* Support Experience: Highlight previous experience in customer support roles, preferably in SaaS, call centre, or fast-paced environments.
* Team Player: Emphasize your willingness to collaborate with colleagues and contribute to a positive team environment.
* Ability to Multitask: Showcase your skill in juggling multiple inquiries and prioritizing tasks effectively.
* Time Management: Demonstrate your ability to stay organized and responsive under pressure.
What We Offer
* A competitive remuneration package.
* A central location with easy access to public transport, cafes, and shops.
* A vibrant, supportive, and team-oriented culture.
* Opportunities for flexible and hybrid working arrangements.
* A focus on professional development and learning.
* Access to Employee Assistance Programs and resources.
* Cashback offers and discounts on popular brands.
* Opportunities for career development with well-defined career pathways.