At a Glance
- Tasks: Help customers with technical queries and provide top-notch support.
- Company: Join Phorest, a fast-growing tech company in the beauty industry.
- Benefits: Enjoy private healthcare, wellness days, and competitive pay.
- Other info: Flexible working options and a supportive team culture.
- Why this job: Make a real difference for clients while developing your skills.
- Qualifications: 3+ years in customer support and a passion for helping others.
The predicted salary is between 22950 - 28050 £ per year.
The Opportunity
Phorest powers over 12,000 hair and beauty salons, spas and medi-aesthetic clinics using our software in the UK, Ireland, Germany, Finland, the USA and Canada, processing more than 7 million appointments per month. Our system touches every point of the salon experience. We have the in-salon software desktop application, Phorest Go (the native staff application), online bookings website for salons, and custom native apps per salon. Customer Support is critical within the company to ensure we have happy customers who stay with us, grow their business with us, and get value out of our products. We are growing fast and would like to add a new member to our team. You will join a group of highly motivated individuals, working to help us grow Phorest faster. This is a 9-month fixed term contract role on a Tuesday to Saturday working week.
What you will do
- Take ownership of the investigation, diagnosis, and resolution of our client's technical and customer service-related questions. We own client communication from initial contact until resolution.
- Strive to be a product expert in all areas of the product. We pride ourselves on being able to understand each customer’s needs deeply. We believe in empathetic, transparent, and solution-focused support and communication.
- Advocate for, and be the voice of our clients internally. We engage with and work alongside different teams to provide product feedback and iterate on our processes. We regularly collaborate with different teams within Phorest, including our Marketing, E-commerce, and Mobile teams to ensure every decision made has our customers in mind.
- Help test new features, bug fixes, and improvements and provide direct feedback to the teams involved.
Month 1:
- Complete your induction.
- Become familiar with the organisation, its teams, and key functions.
- Begin working in your role with support from your manager and colleagues.
Months 2–3:
- Build on the foundational knowledge gained during your first month alongside your team.
- Set weekly goals with your manager to support your development.
- Begin bi-weekly 1:1 meetings with your manager.
Months 3–6:
- Participate in your 3-month performance review, providing an opportunity to reflect on your progress and agree development goals for the remainder of your contract.
- Continue to build your knowledge and skills based on the outcomes of your review.
- Continue your bi-weekly 1:1 meetings with your manager.
Months 6–9:
- Participate in your 6-month performance review to assess your progress, performance, and objectives for the remainder of your fixed-term contract.
- Continue working towards consistently achieving the expected performance standards, including a target of 17+ tickets closed per day.
- Continue your regular bi-weekly 1:1 meetings with your manager.
The Specifics:
- Answer incoming Customer Support queries (approx 17+ per day)
- Resolving problems by phone, email support or remote connection
- Becoming a Product Expert on Phorest’s software
- Issue reporting, logging, and troubleshooting
- Escalating issues to internal teams where necessary
You Have:
- 3+ years of experience in Customer Support
- 1+ year of experience in Technical Support
- Exceptional problem-solving skills
- Genuine passion for speaking to and supporting customers
- Strong ability to prioritise and manage competing priorities
- Excellent written and verbal communication skills - you need to take technical language and concepts and make them accessible to our customers
- Ability to think on your feet and context switch when needed
- Be thorough, detail-oriented, and self-motivated
- Ability to work independently, as well as collaboratively
- Commitment to continuous self-improvement and learning
Nice to Have:
- Experience troubleshooting and supporting Cloud Software
- Knowledge of Zendesk, Aircall, Slack
- Interest in technology and/or the Hair & Beauty Industry
- 1+ Year in SAAS (Software As A Service) Support Environment
Benefits
- Your wellbeing is important to us - we provide private healthcare, 2 Wellness Days, an employee assistance program and a free online GP service.
- As part of our Financial Wellbeing, we provide competitive Compensation, an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection.
- We help you travel by providing a bike to work scheme as well as tax saver transport tickets.
- We support the women who work in Phorest by offering 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause.
- We care for your family and provide Enhanced Maternity and Paternity Benefits.
- We grow our own timber! We provide a great learning environment and extensive development opportunities. We run development programs and provide access to many online resources including LinkedIn learning.
- Moving house? Phorest employees get 3 moving days.
Want to learn more about Phorest? Check out nothingventured.rocks for our blog and Insights on building an evergreen company from the team here at Phorest. Phorest is an equal opportunity employer. For this position, flexi-time and working from home is possible. We are also open to remote work. Get in touch to ask for more information or to chat about your future with Phorest!
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.
Customer Support Agent (9-month FTC) in Leatherhead employer: Phorest
Phorest is an exceptional employer that prioritises employee wellbeing and growth, offering comprehensive benefits such as private healthcare, wellness days, and extensive development opportunities. With a flexible, remote-friendly work culture, employees are empowered to thrive in a fast-paced environment while making a meaningful impact in the beauty industry. Join us to be part of a mission-driven team that values innovation, diversity, and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Agent (9-month FTC) in Leatherhead
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Phorest.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Phorest. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Support Agent (9-month FTC) in Leatherhead
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Phorest.
How to prepare for a job interview at Phorest
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Phorest's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Phorest offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
