Customer Support Representative

Customer Support Representative

Castle Malwood, Minstead, Hampshire

We provide Retail, Hospitality and Healthcare teams with software to help manage their multi-site businesses more effectively. With solutions designed to support Operations, Compliance, HR, Buying, Project and Marketing teams, we are proud to be helping over 120+ of the best-known brands and retailers, across more than 250,000+ locations and in 14 different languages. Our mission is simple. To provide software solutions that allow our clients to ‘do business better’ – we constantly push for new & innovative ways to achieve this.

We now have an exciting opportunity for a Customer Service Representative to join our existing team at Castle Malwood, Minstead, Hampshire.

This role is dual-focused, requiring excellent communication skills, whilst also having a logical approach to problem-solving. You will be report to the Head of the Support team, acting as the main point of contact for customers, and will be responsible for successfully resolving tickets raised as quickly and effectively as possible, ensuring that regular updates and appropriate levels of service and support are maintained.

In addition, you will also assist with the testing of new features/releases as a way of keeping up to date with product changes whilst actively identifying areas for increased product effectiveness based on your analysis of support calls. As well as supporting the Customer Communications Manager to maintain customer engagement and footfall towards our portal platform.

This role is particularly well suited to those candidates with experience in customer interaction and/or working in a support environment.

Key Responsibilities:

• Day to day ownership of the support process, recording and processing calls from customers seeking support/reporting issues.
• Review customer issues and seek resolution in line with Service Level Agreements and where appropriate recommend improvements.
• Update and maintain our customer-facing platform, highlighting the effectiveness of our software.
• Carry out functional Software Testing. This will include testing new releases of the product and new features.
• Assist in the production of standard business documentation (for example Account Review Documents, training documents, Critical Paths etc).
• Some general reception duties will be occasionally required as well assisting other teams with tasks (for example, meeting and greeting visitors, answering and directing calls, assisting at events and exhibitions).

Skills & Qualifications:

• Excellent communication and customer service skills.
• Ideally educated to A Level Standard.
• Great telephone manner.
• Flexible approach- works well under pressure.
• Retail, Healthcare or Leisure and Hospitality industry experience an advantage.
• Good working knowledge of Microsoft Office.
• Basic IT troubleshooting skills an advantage.
• An understanding of SQL management studio an advantage.
• Strong team player actively supporting the support, operations and wider Metro team.
• Ability to work independently, organise self and others to ensure tasks are carried out in a timely manner.
• Ability to produce documentation, training guides, requirements, presentations…

Although primarily an office-based role some remote working may be required. You will need to have your own means of transport (due to the unique location of the office).

We offer free parking and refreshments on-site. RMS also hold regular social events such as games and quiz nights, BBQ’s and off-site team events.
If this sounds like you, we would love to hear from you! Please send us your CV along with your salary expectations and notice period.

Job Types: Full-time, Permanent

Benefits:

• Casual dress
• Company events
• On-site parking
• Work from home

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Minstead, SO43 7PE: reliably commute or plan to relocate before starting work (preferred)

Education:

• A-Level or equivalent (preferred)

Experience:

• Customer service: 1 year (required)

Job Types: Full-time, Permanent

Salary: £20,000.00-£24,000.00 per year

Benefits:

• Casual dress
• Company events
• On-site parking
• Work from home

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Minstead, SO43 7PE: reliably commute or plan to relocate before starting work (preferred)

Education:

• A-Level or equivalent (preferred)

Experience:

• customer service: 1 year (required)

Work Location: Hybrid remote in Minstead, SO43 7PE