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Customer Support Executive

Posted on Jan 24, 2019 by Erudus

Newcastle Business Park, Newcastle Upon Tyne United Kingdom
Call Center & Customer Service
Immediate Start
£20k - £20k Annual
About the company

Erudus, the food industry's collaborative solution to sharing product data, provides an industry-leading software as a service (SaaS), working collaboratively with all sizes of organisations from farmhouse kitchen to global brands.

2,700+ brands, 120 wholesalers and 85,000+ caterers utilise it's products/data every day.

A small company with an excellent reputation and product adoption within the food industry is set to embark on an exciting period of growth in 2019 and is looking to build out a small but highly proficient customer support team.

Role Overview

The successful candidate will join a small customer support team in delivering exceptional customer service to our users. The successful candidate will support users via Telephone, Email, Helpdesk platform and on occasion Social Media platforms.

As a Customer Support team member, the successful candidate will take end to end ownership and deal with an array of queries from users including: -

  • General Queries, password resets and billing queries
  • Technical Expertise, product walkthroughs and how to's
  • New Users, sign-ups and onboarding
  • Sales Enquiries, arranging follow-ups and providing further information

They will use a variety of tools including Google G Suite, MS Office, Mac OSX and various saas solutions specifically a helpdesk solution and other in-house applications.

They should demonstrate a solid understanding of customer support/service and be able to work on their own initiative. They will need to master our products and service offerings quickly to become a product expert.

The successful candidate will work closely with internal stakeholders to deliver excellent customer experiences. Maintain and improve efficient workflows and practices. Contribute to technical discussions, decisions, strategies and be involved in product testing and feedback sessions.

The successful candidate will have a direct impact on the company's success, and there will be an opportunity to grow in knowledge and expertise as the company grows.

Position Requirements

We are looking for someone who's upbeat with a positive approach to customer support and a willingness to go the extra mile to engage our customers.

The ideal candidate should possess: -

  • Can do attitude
  • Strong problem solving and analytical skills
  • Effective record keeping
  • Excellent communication skills allowing clear and effective written and verbal communication
  • Ability to work independently and with internal/external stakeholders
  • Proficient in the use of Apple computers and operating software

Working out of a modern office on the Newcastle Business Park with excellent public transport and free onsite parking, the successful candidate will benefit from a starting salary of up to 20k (depending on experience), 30 days annual leave (inclusive of Bank Holidays) and a 5% Contributory Pension. Core working hours of 09:00 - 17:00, Monday - Friday.

Reference: 630063051

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