Customer Implementation Consultant

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About the company:
After a period of sustained international growth, we are looking to strengthen our service department to support a growing customer base. Driving an inclusive company culture, we work closely with employees on their own personal development plans, aligning personal and business goals for shared success.

About the role:
A positive and confident communicator, with an excellent telephone manner, you will be the first interaction for many prospective customers looking for a tech-led solution to their challenges. As a member of the customer support team, you will play a key role in handling customer support calls to onboard new customers and resolve any queries timely and efficiently.

Responsibilities:
Deliver training for new customers as part of their onboarding process

Take inbound customer support calls, answer webchats and tickets

Provide excellent customer service by phone, email, webchat and online user support

Where appropriate, escalate and accurately record customer data

Conduct remote trouble-shooting and training sessions with clients

Develop and maintain an in-depth knowledge on all products and services

Working to call time and upselling targets, using a “soft sales” approach to proactively identify growth opportunities and attend to customer needs

Requirements:
The best candidate for this role would be;

Driven and proactive - Can work independently and is determined to succeed (essential)

Organised - Manage diary, phone and update systems with great attention to detail (essential)

Resilient - Can bounce back from challenging customers, remaining calm and professional while dealing with volume calls (essential)

Personable - Able to keep calm and show empathy for customers (essential)

Tech-literate and knowledgeable - Have a basic understanding of Android, iOS and Windows Operating Systems, a basic knowledge or experience in using Google Suite, and an awareness of customer CRM systems and data input (preferred, not essential)

Benefits:
Progression and increased basic salary through performance targets

Earn uncapped commission through an “inbound sales” approach

20 days holiday pay, plus bank holidays

Superannuation

Company celebratory events (summer and winter)

Long service and half annual awards