At a Glance
- Tasks: Engage customers through magical interactions via email and social media.
- Company: Join a leading global customer experience company with 30,000 agents across 26 countries.
- Benefits: Enjoy a hybrid work model, 25 days annual leave, and a fun work environment.
- Other info: Work hours include weekends; training provided to help you succeed.
- Why this job: Be part of a team that creates memorable experiences for customers while working flexibly.
- Qualifications: Strong communication skills and ability to multitask in a fast-paced environment required.
The predicted salary is between 20400 - 30600 £ per year.
Be a part of something special where you help create magical moments for customers of all ages! We’re looking for an outstanding Customer Support Agent to engage customers through entertaining and magical interactions! Please note that this is a hybrid role working 2 days in the Hammersmith office in London and 3 days working from home.
About the role and responsibilities:
- Answer emails and respond to guests across different social media platforms to assist guests while ensuring you provide the best retail experience in the world!
- Monitor Guest queries via Social Media, flagging any concerning/ sensitive content to the Guest service team.
- Identify and resolve issues that impact guests’ experiences.
- Channel escalated issues to appropriate supervisory staff.
- Maintain up-to-date knowledge of products and updates to the product.
- Support with communication between Guest Services and other internal departments.
- Ensure all relevant Guest information, and detail of query is recorded accurately and timely in the CRM within the agreed timeframe.
- Demonstrate a full understanding of the business processes, procedures, relevant product knowledge and systems so that accurate and appropriate information is always given.
- Multitask in systems while patiently providing updates or instructions to guests.
- Work independently with discipline and motivation to succeed in a virtual environment.
- Work in a highly structured environment where full adherence is expected.
About you:
- Excellent written and verbal communication skills.
- Able to maintain 100% strict adherence to the assigned schedule.
- Able to work a variety of shifts, including evenings, weekends, and holidays.
- Strong computer knowledge (Word and Excel and knowledge of other systems in relation to Customer Support).
- Ability to help customers facing issues without further escalation.
- Willingness to follow procedures and adhere to policies.
- Able to multitask while talking to customers on the phone.
- Able to thrive in a fast-paced work environment.
- An excellent communicator and team player.
- Able to actively listen to customer needs and demonstrate empathy.
- Experience troubleshooting basic online retail store process (preferred).
- Previous call centre and/or work from home experience (preferred).
About the hours & rewards:
- Salary of £25,500 per annum.
- Annual leave amounts: 25 days + 8 bank holidays that can be taken as a day in lieu if scheduled to work.
- Work experience for a global entertainment company.
- Paid training.
- Friendly and fun work environment.
- Good location close to all local amenities, tube and train station.
The successful Customer Support Advisor will be required to work 37.5 hours a week on a shift pattern that includes working Monday to Friday and Saturday to Sunday (two weekends in a month). The working hours rotate weekly, including 8.00 am - 4.30 pm, 9.00 am - 5.30 pm and 10.30 am - 7.00 pm. The weekend rotation will include two working weekends, followed by two non-working weekends. The hours for the weekend are 9.00 am – 5.00 pm and 10.00 am – 6.00 pm.
Please note that during the first weeks more presence in the office will be required to fully settle in the role.
Customer Support Agent - Hybrid in London employer: ErecruitSmart
Join a leading global customer experience company that values creativity and engagement, where you can make a real impact by creating magical moments for customers. With a hybrid work model in Hammersmith, you'll enjoy a friendly and fun work environment, comprehensive training, and ample opportunities for personal and professional growth, all while being part of a diverse team dedicated to excellence in customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Agent - Hybrid in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ErecruitSmart. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ErecruitSmart before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Agent - Hybrid in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ErecruitSmart:Your cover letter is your chance to shine! Tell us why you want to work at ErecruitSmart specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ErecruitSmart!
How to prepare for a job interview at ErecruitSmart
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
