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For Companies At a Glance
- Tasks: Help customers with queries via email, phone, and chat while ensuring excellent service.
- Company: GBG is dedicated to enabling safe digital lives for genuine people everywhere.
- Benefits: Enjoy a diverse workplace, flexible hours, and opportunities for growth.
- Why this job: Join a mission-driven team focused on customer satisfaction and digital access for all.
- Qualifications: Previous customer support experience or IT qualification with customer-facing skills required.
- Other info: On-call support may be needed during evenings, weekends, and public holidays.
The predicted salary is between 24000 - 36000 £ per year.
About GBG
Enabling safe and rewarding digital lives for genuine people, everywhere
We make it our mission to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.
With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age, location or background, genuine people everywhere should be able to digitally prove who they are and where they live.
About the team and role
Customer Support
The Customer Support Team is responsible for helping GBG’s customers use our products. The Team takes pride in supporting GBG’s Vision through the provision of excellent customer service.
Customer Advocate
The role reports to the Customer Support Manager. As the first point of contact for all customers, you will be responsible for ensuring Tier 1-level queries are resolved quickly, thoroughly, and professionally. Where queries fall outside of Tier 1\’s remit, you will be required to escalate them as appropriate to Tier 2 support.
What you will do
- Provide excellent customer service – log, investigate and resolve queries across our product suite in Identity and Location via email, phone, and chat.
- Queries will include administrative issues, service issues, billing queries, and simple user knowledge queries.
- Follow internal procedures, including escalation procedures to Tier 2 as appropriate.
- Meet our targets to ensure we continue to deliver excellent support.
Skills we’re looking for
- Previous customer support experience in a technology company or an IT/computing qualification with customer-facing experience outside of technology (e.g. retail)
- Logical problem-solving approach
- Customer focus and excellent communication
- Accurate record keeping
- Communicates confidently and effectively with customers and colleagues alike, both written and verbal
- Organized and able to work independently. Delivers results for customers.
Additionally, as the role includes supporting service issues, there is a requirement for on-call support on a rota basis. This will include evenings, weekends, and public holidays.
To find out more
As an equal opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.
To chat to the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to behired@gbgplc.com and we’ll be in touch. You can also find out more about careers at GBG and check out our current opportunities at gbgplc.com/careers.
Unleash your potential and be part of our mission to power safe and rewarding digital lives.
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Customer Advocate - Tier1 (3871) employer: GBG
Contact Detail:
GBG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Advocate - Tier1 (3871)
✨Tip Number 1
Familiarise yourself with GBG's products and services. Understanding their identity and location verification solutions will help you answer customer queries more effectively and demonstrate your genuine interest in the role.
✨Tip Number 2
Practice your communication skills, both written and verbal. As a Customer Advocate, you'll need to convey information clearly and confidently, so consider role-playing scenarios with friends or family to build your confidence.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've resolved customer issues in the past. Think about specific situations where you had to think on your feet and how you escalated issues when necessary.
✨Tip Number 4
Be ready to discuss your availability for on-call support during the interview. Highlight your flexibility and willingness to work evenings, weekends, and public holidays, as this is an important aspect of the role.
We think you need these skills to ace Customer Advocate - Tier1 (3871)
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and skills required for the Customer Advocate position. Tailor your application to highlight relevant experiences that align with these requirements.
Highlight Customer Support Experience: Emphasise any previous customer support experience you have, especially in technology or IT-related roles. Use specific examples to demonstrate how you've successfully resolved customer queries in the past.
Showcase Communication Skills: Since effective communication is key in this role, ensure your application reflects your ability to communicate clearly and confidently. Use concise language and structure your application well to make it easy to read.
Tailor Your CV and Cover Letter: Customise your CV and cover letter to reflect the skills and experiences mentioned in the job description. Make sure to include keywords from the job listing to pass through any applicant tracking systems.
How to prepare for a job interview at GBG
✨Showcase Your Customer Service Skills
As a Customer Advocate, your ability to provide excellent customer service is crucial. Prepare examples from your previous experience where you successfully resolved customer queries or complaints, highlighting your communication skills and problem-solving abilities.
✨Understand the Product Suite
Familiarise yourself with GBG's products related to identity and location verification. Being knowledgeable about their services will not only impress the interviewers but also help you answer questions more effectively and demonstrate your genuine interest in the role.
✨Demonstrate Logical Problem-Solving
Prepare to discuss how you approach problem-solving logically. You might be asked to walk through a hypothetical customer issue during the interview, so think about how you would investigate and resolve it step-by-step.
✨Be Ready for On-Call Scenarios
Since the role includes on-call support, be prepared to discuss your availability and willingness to work evenings, weekends, and public holidays. Showing that you are flexible and committed to supporting customers at all times will reflect positively on you.
