At a Glance
- Tasks: Assist customers with queries via calls and emails, ensuring top-notch support.
- Company: Join a dynamic team at CFH, focused on customer satisfaction and product excellence.
- Benefits: Enjoy 25 days leave, pension scheme, life assurance, and more perks.
- Other info: Full training provided, with opportunities for growth in a supportive environment.
- Why this job: Be the voice of our brand and make a real difference in customer experiences.
- Qualifications: Customer service experience preferred; strong communication skills are a must.
The predicted salary is between 40500 - 49500 £ per year.
We are looking for an exceptional Product Customer Service Assistant to join our team. The CFH Product Customer Support team are evolving in line with our business strategy to support existing and future product developments. The individual will be working within the Product Customer Support Team, managing telephone calls and emails to ensure our customers get the help they need when using CFH’s products.
Role Responsibilities:
- Answer inbound calls, emails and tickets.
- Support customer queries relating to Docmail, our market leading hybrid mail service, together with Docbox and Docpost, our document delivery platforms.
- Guide clients when using our new web-to-print shops through placing and managing their online orders.
- Initiate outbound calls to improve customer experience and provide feedback.
- Investigate and resolve customers' problems, escalating to the 2nd line support role and team manager when needed.
- Full training will be provided on CFH’s products and services.
Key Responsibilities:
- Action, record and maintain all activities using Atlassian toolset (JIRA Software, Service Desk and Confluence).
- Use and maintain a Knowledge Base for internal and external use.
- Ensure all CFH customers are helped, supported and treated with the highest level of customer service at all times.
- Respond to customer queries within an agreed time scale (SLA).
- Work with our production, IT and Product Managers to ensure SLAs are achieved.
- Provide support for CFH’s Business Development Team, Customer Relationship Managers and Account Managers.
- Responsible for building and maintaining strong relationships with our clients.
- You will be the main point of contact, understanding their needs and objectives, and ensuring their ongoing satisfaction when using our services.
- Provide regular reports and updates to clients and internal stakeholders.
Requirements:
- Previous customer service experience is desired.
- Business Studies or Customer Service qualification desirable.
- A robust customer focused individual with excellent communication skills, positive attitude and team player.
- Have confidence, patience, politeness, tact and diplomacy when dealing with difficult situations.
- High level of computer literacy including Microsoft Word, Excel and Outlook.
- Experience using the Atlassian toolset (JIRA software, Service Desk and Confluence) would be an advantage but not essential.
Benefits:
- 25 days annual leave plus Bank Holidays (pro rata for part-time).
- Pension scheme.
- Life Assurance and Income Protection schemes.
- Employee Assistance programme.
- Enhanced Maternity and Paternity Pay.
- Cycle to work scheme.
- On-site gym.
- On-site parking.
- Recruitment Referral scheme.
Product Customer Service Assistant in Radstock employer: CFH Docmail
CFH Docmail is an excellent employer, offering a dynamic work environment in Radstock where you can thrive as an IT Service Desk Analyst. With a strong emphasis on employee growth and development, we provide 25 days of annual leave and foster a collaborative culture that values independent problem-solving and innovation. Join us to be part of a dedicated team that supports your career aspirations while delivering top-notch IT services.
