Customer Support Agent - London, United Kingdom - Vita Mojo

Vita Mojo

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Location:
Central London (Hybrid remote)

Job Type:
Shift pattern working, with the availability to work assigned shift rotations & some weekends 'on call'

Compensation:
£30-35,000

Why join us?
If you love food and technology as much as we do, you'll love life at Vita Mojo. We're on a mission to revolutionise the hospitality experience for operators and their customers. Through our smart digital products, we're powering the digital transformation of your favourite pubs, bars and restaurants. And we want a world where everyone gets the meal they're hoping for. Each and every time.

Our Vita Mojo DNA
We're proud to have built an award-winning digital platform.

Vita Mojo is a positive, energetic and forward-thinking place to work, and when you become a Moji, you'll be joining a supportive team who've always got your back.

Our passion for technology and food is matched only by our support for our people.

About the role

At Vita Mojo, we have the opportunity to support a product suite that is fundamentally changing the way restaurants see technology and the end customer experience.

As a Customer Support Agent, you will be a pivotal part of our day-to-day operations, working directly with leading restaurant brands in helping them use Vita Mojo, answering product questions, tracking feedback, escalating issues, and acting as the bridge between our clients and our client success, product, design and development teams.

Working cross-functionally and with a product that's central to helping hospitality businesses thrive, we promise no two days will look alike.

This role is perfect for someone who enjoys communicating with clients every single day, having technical conversations with non-technical people, and having the ambition to become an encyclopaedia of knowledge about how Vita Mojo works and what it is capable of.

The day-to-day

Working in a startup means that things often change and we adapt to the growing and changing needs of the business, yet our primary focus remains the same - maintaining a world-class customer support experience and ensuring customers get the most out of Vita Mojo's products and services.

Reporting to our Customer Support Manager, your responsibilities will largely cover the following areas:

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Customer Care:

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Product support - You will have a deep understanding of our products and the ability to configure or troubleshoot a diverse range of customer queries from recently onboarded clients to more complex issues that existing customers may have.
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Problem solving - You relish the challenge to investigate, diagnose, document, and prioritise customer issues, leveraging internal tools and escalation teams as necessary. This includes reproducing and documenting bugs for the Engineering and Product teams.
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Operational excellence - You delight the customer with every interaction
. You will have a strong pulse on identifying key findings and suggesting product and process improvements to continually optimise performance. This includes updating our internal knowledge hub with information about technical issues and useful discussions with customers. Sharing feature requests and effective workarounds with team members.
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Key Performance Indicators

You enjoy taking ownership of driving performance metrics to deliver worldclass service

Some of these include:
customer satisfaction (CSAT), time to first response, handle time and ticket resolution rate

About you

Ability to work shifts patterns -This role will be part of our customer support team that is available from 6am-11pm, seven days a week. Flexibility and willingness to work shift patterns is essential.

Previous experience - You've worked in a customer facing role, working with business critical software that is vital to day to day operations.

Customer focused - You have a passion for talking to customers all day, every day. You empathise with clients in a genuine way that lets them know you understand their pain points, how they use our suite of products and, more importantly, why.

Communication - You're an articulate communicator (both written and verbal). You enjoy crafting clear and concise messages to customers and internal stakeholders alike with the ability to adjust the level of technicality based on the end user.

Technically proficient - You genuinely enjoy technology and have the ability to grasp complex concepts relating to Vita Mojo's Operating System.

Time management - You're able to balance multiple priorities while working in a high volume environment.

Problem solving - You are naturally curious and embrace the challenge of solving problems, both with software and soft skills. Learning from previous obstacles and maintaining a proactive approach to anticipate future problems and act to mitigate their effects.

Resilient - You're able to stay focused, adapt and persevere in the face of obstac