Address
Form of work
SalaryPurpose of role
To offer a premium level of service to both EU and UK customers, while playing a pivotal role in a friendly and dynamic Customer Support team. You will be a driving force to ensure Customer Experience is the central focus and deliver key department KPI s.
Principle duties & responsibilities
• Be committed to delivering exceptional customer service to both EU & UK customers by putting the customer at the heart of everything you do
• Accurately capture and retain data from customers on product enquiries and faults into the company systems, enabling replacements to be issued within agreed department SLA
• Understand people and can effectively manage expectations over the phone and via email and social media
• Provide first line support and advice to customers with their products
• Achieve department KPI s targets ensuring the customer service levels we provide are to the correct standard
• Be responsible for attending the correct level of training and be part of the Training Academy process: Ensuring that you stay up to date with all new products, product modifications, processes, and regulations
• Be a part of an evolving team: Challenge the status quo to do things better and offer improvement suggestions
• Collaborate with other areas of the business to assist in ensuring our customers receive the best customer experience possible
Must be fluent in written and spoken English and German languages.• Competent with computer systems and quick to learn new systems
• Working by the company and department standards and procedures
• Performing to meet and exceed the department KPI s
• Any other tasks as required by the line manager Customer Support Values MERIT is at the heart of everything they do
• Modesty: we go about our business without drama or pretence we are real, and we are human.
• Enthusiasm: We are vibrant, enthusiastic and passionate about what we do. We believe in our work and have fun doing it.
• Renew ourselves: We aren t set in our ways. We constructively challenge ourselves and each other to be the best possible version of ourselves. Things change and we need to keep changing too.
• Integrity: We make sure things are done in the right way what we hold to be true
• Teamwork: We are all individuals who work together to make things better and get things done.
UK / German Customer Support agent - Based in Coventry
Hours: 9.00am 14.45pm (30 minute lunch break)
Monday to Friday
Based: Coventry site
Once fully trained after a few months person has option to work from home 2 days a week maximum if they want to.
Salary: Up to GBP25k (this is based on 26.25 hours per week Pro Rata)
Benefits:
25 days annual leave, plus 1 birthday holiday
Opportunity to purchase/sell up to 5 days holiday
Group Life Assurance
Private Medical Insurance
Worldwide Travel Insurance
Pension
Group Income Protection Insurance
Hybrid working (option to work from home 2 days per week)
Pension
Free parking
