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- Tasks: Join us as a Customer Support Assistant, delivering top-notch service and enhancing customer experiences.
- Company: Williams Commerce is a leading digital agency with a global presence, dedicated to transforming customer experiences.
- Benefits: Enjoy 28 holidays, private healthcare, professional development, and discounted city parking.
- Why this job: Be part of a diverse team that values inclusion and offers opportunities for growth in a dynamic environment.
- Qualifications: Previous customer service experience and strong communication skills are essential; tech-savvy candidates preferred.
- Other info: Work in Leicester City Centre with flexible hours and an on-call allowance for extra earnings.
The predicted salary is between 28800 - 43200 £ per year.
Williams Commerce is a digital agency, established for 15 years and part of the Next15 Communications group, a UK PLC with a global footprint across 50 offices in 15 countries. We help brands grow by redefining and accelerating the digital customer experience, creating rapid value and enabling future digital business.
We are looking for a Customer Support Assistant to join our team onsite at our office in Leicester City Centre. Reporting to the Customer Support Team Leader, you will play a key role in delivering exceptional customer service. You will champion a customer-first approach, handle escalations, and identify ways to enhance the support experience.
You will work a 37.5-hour week, with normal working hours from 09:00 to 17:00 (including a 30-minute lunch break). Weekly working patterns will be arranged when you join the business. The department operates a 24-hour on-call system, and you will be part of this to ensure year-round coverage. Employees on the scheme are entitled to an on-call allowance and time and a half for any issue resolution.
As a Customer Support Assistant at Williams Commerce, you will:
- Answer incoming customer inquiries and provide timely, professional support.
- Stay up-to-date on new products, services, and policies to ensure accurate and effective assistance.
- Collect and report customer feedback to help identify best practices and areas for improvement.
- Engage with customers in a friendly and professional manner, actively listening to their concerns and offering solutions in line with company policies.
- Perform initial fault finding and escalate issues to second-line support when necessary.
- Manage systems administration tasks, including SSL certificates, server backups, and system cleaning.
- Coordinate with third-party providers to address issues, mitigate risks, and maintain strong working relationships.
- Assist with emergency and high-priority incidents as part of the escalation process.
- Support local and offshore development teams with capacity planning and structured support delivery.
- Undertake other support-related duties as requested.
You will bring:
- Excellent written and oral communication skills.
- Ability to organise multiple simultaneous customer contacts, often to tight deadlines.
- Previous customer service experience in a digital/online environment is essential.
- Ability to work on your initiative and as part of a team.
- Background technical knowledge around applications and business IT systems.
- E-commerce knowledge around Magento, Big Commerce or similar.
And in return, Williams Commerce offers:
- 28 holidays + bank holidays
- Private employee healthcare (after one year's service)
- Professional development programs, including conferences, workshops, seminars, courses and webinars
- Pension plan
- Company equipment
- Discounted city parking
- Onsite gym
- Free healthy snacks
Williams Commerce recognises that managing diversity is a continuous process of improvement and not a one-off initiative. Therefore, we develop and review our diversity strategy on an annual basis to support the achievement of business goals, including ways of addressing the diverse needs of our clients. As a growing, global company, we focus on fairness and inclusion, ensuring that merit, competence, and potential are the basis for all decisions about recruitment, development and appraisals. Williams Commerce takes pride in keeping up to date with employment law and best practice when promoting equal opportunities and ensuring a diverse workforce.
Contact Detail:
Publitek Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Assistant
✨Tip Number 1
Familiarise yourself with the products and services offered by Williams Commerce. Understanding their digital solutions will not only help you answer customer inquiries more effectively but also demonstrate your genuine interest in the company during any discussions.
✨Tip Number 2
Brush up on your communication skills, especially in a customer service context. Practising active listening and clear articulation can set you apart, as these are crucial for handling customer concerns and providing effective solutions.
✨Tip Number 3
Gain some knowledge about e-commerce platforms like Magento and Big Commerce. This technical background will not only enhance your confidence but also show that you're proactive and ready to tackle the challenges of the role.
✨Tip Number 4
Network with current or former employees of Williams Commerce if possible. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying through our website.
We think you need these skills to ace Customer Support Assistant
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service experience, especially in digital or online environments. Emphasise skills like communication, organisation, and any technical knowledge related to applications and business IT systems.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the role. Mention specific experiences where you demonstrated a customer-first approach and how you handled escalations or improved support processes.
Showcase Relevant Skills: In your application, clearly outline your excellent written and oral communication skills. Provide examples of how you've managed multiple customer contacts and met tight deadlines in previous roles.
Research the Company: Familiarise yourself with Williams Commerce and their approach to customer service. Understanding their values and recent developments will help you tailor your application and show genuine interest in the company.
How to prepare for a job interview at Publitek
✨Showcase Your Customer Service Skills
Make sure to highlight your previous customer service experience during the interview. Share specific examples of how you've handled difficult situations or escalations, as this role at Williams Commerce requires a strong customer-first approach.
✨Demonstrate Technical Knowledge
Since the position involves managing systems administration tasks and has a technical aspect, be prepared to discuss your background knowledge around applications and business IT systems. Familiarity with e-commerce platforms like Magento or Big Commerce will be a plus.
✨Engage Actively in the Conversation
During the interview, actively listen to the questions being asked and engage with the interviewer. This shows that you are not only interested but also capable of providing professional support and solutions, which is crucial for a Customer Support Assistant.
✨Prepare Questions About the Role
Have a few thoughtful questions ready about the role and the company culture. This demonstrates your interest in the position and helps you understand how you can contribute to enhancing the support experience at Williams Commerce.
