Customer Service Associate - Sheffield, United Kingdom - Mindbody

Mindbody

Verified Company

Sheffield, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Who we are

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Mindbody emerged from the simple idea that small business owners deserve the time to focus on what matters most: their customers.

Our software has transformed that vision into the world's leading wellness services marketplace, linking hundreds of thousandsof passionate health, wellness and beauty professionals to the millions of clients they serve.

At Mindbody, work-life balance takes on a new meaning for us. When your life goals & values align with the work you do every day, balance is second nature. We help inspired business owners seamlessly succeed & individuals all over the globe lead healthier,happier lives with our technology.

About the role

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The Customer Support Associate provides the first level contact support to Mindbody customers by utilizing multiple methods of contact, primarily over the phone.

The Customer Support Associate handles customer inquiries by gathering information, primarily overthe phone, by questioning through curiosity to identify the nature of the problem and troubleshoot foundational technical product-related issues.

You will be part of a vibrant and collaborative team, continuously gaining knowledge about our exciting products,and will work in a dynamic, fast-paced environment.

Benefits

Competitive Salary
Private healthcare insurance after 6 months
Life insurance
Critical illness insurance
Paid Wellness Resources
Flexible time off policy
Extra paid Wellness Days
Global mobility policy
Free sight tests
Enhanced parental leave/pay policy
Enhanced employer pension contribution
Enhanced sick leave/pay policy

**Hours

**Shifts are Monday - Friday (40 hours per week), ranging from 2.30pm - 1.30am UK Time, in a fixed pattern. No changing days/hours.**Qualifications and requirements
**- One (1) year of related customer service or call centre experience
Ability to deliver professional customer service through both verbal and written communication
Ability to present information in a clear and understandable manner and respond to customer questions in oneonone and/or group settings
Ability to actively listen and allow others to speak without unnecessarily interrupting; and provide support by questioning through curiosity to gain a full understanding of customer needs
Ability to quickly learn technical products and functions with an interest in understanding software solutions
Ability to have a customerservice focused mindset and act with the customer's needs in mind
Ability to quickly develop a rapport and relate to diverse populations; and can diffuse hightension situations comfortably
Ability to interact with colleagues and customers in a tactful and professional manner
Ability to multitask and use time effectively and efficiently; and concentrate efforts on the more important priorities with frequent interruptions or distractions

Principal duties and responsibilities

Follow up and resolve customer callbacks and open cases for product support.
Resolve customer inquiries related to services or the software.
Troubleshoot complex productrelated issues.
Escalate more complex issues as needed to higherlevel support teams and/or management;
Provide quality service to customers and that meets our customer expectations and in accordance with the department's guidelines and policies.
Follow internal Knowledge Centre Support processes to accurately answer customer questions and to maintain knowledge bases.
Use advanced product knowledge to educate customers on product features or additional services to meet their needs.
Document customer interactions and call related notes under the customer's profile and in the applicable systems.
All other duties as assigned.