Customer Support - Onboarding (Evenings & Nights)

Company location - Norwich, Norfolk (Work from home)

Shift pattern - Monday - Friday 10pm - 7am (occasional weekends)

Salary - £24,650.00 (inclusive of Night shift allowance) plus bonuses

About the company:

Welcome to Epos Now - we're a leading fintech business, with a mission to help small businesses grow and thrive using our cloud-based software. We are rapidly developing (with offices across the world), and want to expand our Onboarding teams to support further growth this year.

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 annual leave, plus bank holidays
• Life, medical and dental insurance
• Exclusive retail, restaurants, travel and accommodation discounts
• 24/7 access to health/well-being online centre
• Company celebratory events (summer and winter)
• Long service and half annual awards

What are the next steps?

Interviews for this role are starting immediately, so you could be joining our team very soon! Successful candidates will have a short screening call with our partner company, RecruitmentJunky, before being invited for an interview with a hiring manager.

• 8 hour shift
• Monday to Friday
• Night shift - 10pm - 7am
• Weekend availability

Supplemental pay types:

• Commission Pay
• Bonus scheme
• Bi-annual Performance bonus

Experience:

• Customer Service: 1 year (required)

Shift availability:

• Night shift (required)

Expected start date: 15/05/2023

Job Types: Full-time, Permanent

Salary: £24,650.00 per year

Job Types: Full-time, Permanent

Salary: £24,650.00 per year

Benefits:

• Company pension
• Free parking
• Life insurance
• On-site parking
• Private dental insurance
• Private medical insurance
• Referral programme
• Wellness programme

Schedule:

• 8 hour shift
• Monday to Friday
• Night shift
• Weekend availability

Supplemental pay types:

• Commission pay
• Performance bonus

Experience:

• Customer service: 1 year (required)

Work authorisation:

• United Kingdom (required)

Shift availability:

• Overnight shift (required)
• Night shift (required)

Work Location: In person

Application deadline: 05/05/2023
Expected start date: 15/05/2023