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22 days ago
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1st Line Support - Customer Service


Recruitment Genius
Salary: £16500 - £26000 per annum
Location: Edinburgh
Job type: Permanent
Contact: Recruitment Genius Ltd
Category: Customer Service Jobs
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This company is looking for enthusiastic individuals to join its Customer Support team. This growing business provides electronic proof of delivery, route optimisation & related services to industry leaders across a range of sectors. Their mobile app is linked to a rich web application which helps companies to cut costs, streamline operational processes & improve service. This company is quickly increasing its market share across the UK & beyond making it a really exciting time to join the team.

Purpose and Scope:

The role will require the successful candidate to provide a first-class service to the business's growing customer base, ensuring that an excellent and consistent level of service is provided at all times.

This position is a full time, permanent role working Monday to Friday 9-5:30pm. As part of a team, you will have shared responsibility to provide support during public holidays.

For the first three months you will be based in the company's Edinburgh office, working alongside the Support Manager, for training purposes. This company is a flexible employer so going forward you will be able to work from home, or in the office, it's entirely up to you!

What you'll be doing:

You will be expected to work closely with the Support Manager, making sure that incoming client requests are correctly managed and escalated when required. This role involves:
- Acting as the point of contact for incoming customer enquiries (phone, email etc)
- Triaging customer requests to ensure that they are picked up by the right person or team
- Logging all calls and issue tickets
- Providing "how-to" assistance for system users over the phone or in writing
- Working with the Customer Success Managers to produce customer training material
- Assisting the Support Manager with handheld device set-up/management

What the company is looking for:
- Excellent communication skills and telephone manner
- Excellent organisational skills
- A self-motivated achiever who gains satisfaction from providing excellent customer service
- Customer service experience
- Being able to stay calm under pressure and willing to escalate issues when required
- Good understanding of office software
- Interest in IT

What you'll get:
- Salary: £16,500 to £26,000 depending on experience
- After initial in-office training period, flexible working from home and/or office
- 30 days holiday a year + 1 extra day for every year worked
- Opportunity to buy 5 extra holiday days or sell 5 unused days
- High spec workstation with multiple monitors
- Complimentary fruit, drinks, ice cream and snacks in the office
- Office with strong transport links & free parking
- A commitment to your development through an individual training budget
- Company social events
- Life assurance scheme which includes remote GP appointments, mental health support, physiotherapy and employee assistance
- Bike to work scheme
- Enhanced maternity and paternity schemes
- Pension plan with 5% employer contributions
This company is looking for enthusiastic individuals to join its Customer Support team. This growing business provides electronic proof of delivery, route optimisation & related services to industry leaders across a range of sectors. Their mobile app is linked to a rich web application which helps companies to cut costs, streamline operational processes & improve service. This company is quickly increasing its market share across the UK & beyond making it a really exciting time to join the team.

Purpose and Scope:

The role will require the successful candidate to provide a first-class service to the business's growing customer base, ensuring that an excellent and consistent level of service is provided at all times.

This position is a full time, permanent role working Monday to Friday 9-5:30pm. As part of a team, you will have shared responsibility to provide support during public holidays.

For the first three months you will be based in the company's Edinburgh office, working alongside the Support Manager, for training purposes. This company is a flexible employer so going forward you will be able to work from home, or in the office, it's entirely up to you!

What you'll be doing:

You will be expected to work closely with the Support Manager, making sure that incoming client requests are correctly managed and escalated when required. This role involves:
- Acting as the point of contact for incoming customer enquiries (phone, email etc)
- Triaging customer requests to ensure that they are picked up by the right person or team
- Logging all calls and issue tickets
- Providing "how-to" assistance for system users over the phone or in writing
- Working with the Customer Success Managers to produce customer training material
- Assisting the Support Manager with handheld device set-up/management

What the company is looking for:
- Excellent communication skills and telephone manner
- Excellent organisational skills
- A self-motivated achiever who gains satisfaction from providing excellent customer service
- Customer service experience
- Being able to stay calm under pressure and willing to escalate issues when required
- Good understanding of office software
- Interest in IT

What you'll get:
- Salary: £16,500 to £26,000 depending on experience
- After initial in-office training period, flexible working from home and/or office
- 30 days holiday a year + 1 extra day for every year worked
- Opportunity to buy 5 extra holiday days or sell 5 unused days
- High spec workstation with multiple monitors
- Complimentary fruit, drinks, ice cream and snacks in the office
- Office with strong transport links & free parking
- A commitment to your development through an individual training budget
- Company social events
- Life assurance scheme which includes remote GP appointments, mental health support, physiotherapy and employee assistance
- Bike to work scheme
- Enhanced maternity and paternity schemes
- Pension plan with 5% employer contributions

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