Customer Service Advisor - Sheffield, United Kingdom - Tes Global

Tes Global

Verified Company

Sheffield, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Full time, permanent

Tes is an international provider of digital solutions, which is passionate about using technology to make life easier for schools and teachers.

All products and services are built with teachers and schools needs at the core, ensuring they are innovative, trusted education solutions.

Role overview:

Key to this role is ensuring we meet agreed SLA's (Service level agreements) and deadlines, the role will be varied and cover a wide range of tasks.

Key Responsibilities

Effectively handle, manage, resolve, and log customer contacts received through a range of customer support channels in a timely and professional manner
Liaise with other internal and external partners to ensure issues are resolved and ensure a smooth transaction for our customers
Take ownership, managing, investigating, resolving, and logging customer contacts and enquiries
Meet all SLAs for transactional and subscriptions customers, and be willing to work as deemed necessary to ensure all SLAs are met in line with company policies
Provide technical support and assistance to customers throughout their contract lifetime.
Optimise customer satisfaction and meet defined quality standards for contact handling and associated administration.
Work effectively as a team and autonomously
Support customers with help requests, technical issues, complaints, suggestions, and praise received through a range of customer support channels
Be able to communicate effectively and listen to a customer's specific situation and needs
Process advert requests and queries from our customer base
Have strong, up to date product knowledge across the Tes brands to advise and add value to customers experience and encourage engagement
Follow escalation procedures for technical and product development issues, liaising with internal and external partners

Assist other areas of the Operations department when necessary due to demand

Weekend work maybe required on an adhoc basis during peak seasonal times which will be provided back as time in lieu.

What will you need to succeed?

Essential Skills & Experience

Proven experience in effectively communication with customers, clients or similar
Strong comprehension skills and attention to detail to ensure customer contacts are read and interpreted correctly
Collaborative approach and the ability to build internal relationships both within the team and the wider business
Ability to take initiative, be selfmotivating, act proactively
Working within a multi skilled environment
Have a very positive work attitude including flexibility and willingness to work
Initiative and ability to make informed decisions within the remit of their role

Desirable Experience

Management of customer complaints
Working in a highvolume environment to meet customer expectation
Working in an environment with remote teams
Experience of Salesforce/CRM systems
IT literacy and demonstrable commitment to continuous improvement of the Customer Experience