Customer Service Support Specialist - Aldgate

Carlton Recruitment
London, South East England
06 Jul 2017
05 Aug 2017
Contract Type
Full Time

Make sure you "HIT" and "APPLY" if you feel you are suitable for this role and note Carlton Recruitment is holding a Candidate registration day in Wimbledon on Thursday 13th July.

We will be recruiting for this role and a variety of exciting temporary and permanent positions. If you’re currently looking for your next opportunity then pop in with your CV and passport and introduce yourself. We’ll talk you through our latest vacancies and get to know what you’re after in your career!

Thursday 13th July between 9:00am - 5:30pm The Old Town Hall, 4 Queens Road, Wimbledon, SW19 8BY.

Please phone our Wimbledon office if you need to visit outside of hours. We look forward to seeing you.

Customer Service Specialist X2

The successful candidate will work in a business using cutting edge technologies and have opportunities for multiple progression paths. As part of the expansion plan, a new and exciting role has been defined to expand the support team of our client, with a focus on Customer Service. The successful candidate will not only join a market leader, but will ensure it delivers service excellence to its customers.

Key Responsibilities

  • Providing support for the company’s market leading SaaS platform and network
  • Comfortable dealing with senior customer stakeholders, as well as front-line end users

  • Own service issues, ensure they are resolved and continually keep customers up-to-date

  • SaaS platform support and customer experience acumen

  • Writing and updating knowledge-base articles as gaps are discovered

Personal Specification

  • Great customer engagement skills: on the phone, on-line, and face-to-face - being polite and professional across all channels

  • A great communicator, with clear dialogue verbally, in an email, through case notes, or in an online chat

  • Enjoys being part of a multi-functional team, and able to work across design, support, development, delivery, and all parts of the business

  • Very organised, and always on top of their workload. Know what to do, and when, and how to plan their work-day

  • Goes the "extra mile" to deliver timely solutions, always keeping the customer updated

  • A great trouble-shooter, taking full ownership on fault and issue analysis, getting fixes in place, and following-through on underlying issues to further improve customer experience

  • SaaS experience essential

  • Network and hosted voice technology experience desired, but not mandatory

  • CRM, billing, and support platform experience, such as, Zendesk

  • Customer interaction platform experience, such as Intercom.IO

  • Support desk skills and experience

  • Troubleshooting software applications - Cloud based SaaS, PC and Mac clients, and smartphone apps

Disclaimer: Unfortunately, due to the high number of applications currently being received, only shortlisted candidates will be contacted.