Company : Moasure®
Job Location : Warwick, England, GB
Posted on : 2020-09-13
Job Description :
Moasure® is hiring! We are the lookout for an experienced technical savvy Customer Support Officer to take full ownership of the customer service experience and to develop and improve our pre and post-sales customer communication.
You will also: Provide first-class customer service, to ensure that the customer succeeds with Moasure products.
Provide flexible first-line technical support to the customer post-sale, escalating to the technical team where necessary.
Also providing technical sales responses to prospective customers.
Be an advocate for all Moasure products.
Support the Social Media and Marketing Executive with all social media interactions for Moasure and help develop and grow the brand.
The role is required to work flexibly across time zones, you must adapt your style to fit with different regions and countries.
We want to provide fast response to all our customers due to a large volume of customer support queries (emails & social media messages/comments) from the USA, therefore we are not focussed on having someone sit in our office during UK working hours.
The successful candidate will need to prioritise requests from these time zones and respond to queries appropriately and in a timely manner; which will include limited hours during the weekend to prioritise key customer support queriesMain duties:Customer ServicesDeliver outstanding customer service including a high-quality communication style whether verbal or written.
Regularly prioritise customer tickets (emails and social media comments) and ensure fast response times.
Adapting working hours to optimise response times to customers1st time resolution, to respond with a level of detail and quality that exceeds customer expectations and where appropriate to address the root cause of the query, providing appropriate technical fixes to resolve the issue.
Escalation to the technical team where 1st time resolution cannot be met.
Building and managing the ‘support area’ (FAQs) on the Moasure website to improve customer self help.
Monitor and respond to customer feedback on 3rd party websites (Forums, Review Site, Social media posts etc)Work alongside other departments to improve customer service.
Reporting on Customer Service KPIs and sharing trending themes that could be resolved.
Administration dutiesDuties will involve;Managing invoices.
Liaising with our third-party logistics provider.
Any other admin duties as and when required.
Essential Criteria Experience in working in a Customer Relations or Customer Services environment.
Managed social media support for a company/brand.
Enjoys engaging with people to solve the problem.
Able to manage multiple tasks effectively and plans well so deadlines are met, and quality output is maintained, with minimal resources.
Passion for technology - must have a good technical understanding.
Flexible Working - ideally the candidate can work from the office as and when needed, and work at evenings/weekends from home to cover support requests.
5Hrs > Mon-Fri 35 hrs, Sat-Sun – 2.
5hrs - Flexed to what works.
DesirableExperience with Shopify, Gorgias and AsanaTechnical Customer Service ExperienceWhat we offer:£18,000 - £25,000 - dependent on experienceA full time, permanent position25 days holiday + bank holidaysFlexible working with remote working optionGenerous profit and performance bonus schemeAn exciting position in a massively innovative areaIf the thought of joining our team excites you, we would love to hear from you!For an informal chat about this post please email us at hr@moasure.
Please see our website for more information about Moasure®ONE™: https://www.
comPlease note that we do not accept emails or applications via recruitment agencies.