Customer Care Representative (Term Time Only) in Leeds

Want to deliver tech with purpose, with people who care? Join us in our mission to create solutions that help keep children safe online.

Who are we? Headquartered in Perth, Australia, with offices around the world, Qoria is an ASX-listed global leader in child digital safety technology and services. Our solutions are used by schools, school districts, and parental communities to protect children from harmful online content, identify students at risk based on their digital behaviours, and help teachers maintain focus and safe learning environments in the digital classroom. Today, 30,000 schools and 7 million parents rely on our solutions to help keep 25 million children safe across 180 countries worldwide.

What’s the opportunity: A Customer Care Representative resides in our Customer Care Team, who manage the Service Desk for our Technical Support Team. They have the customer’s, and consequently the student’s, needs at the forefront of everything they do. They handle customer interactions for an organisation. Their top duties include responding to phone calls, resolving customer queries and maintaining customer service records. The successful candidate will be the first point of contact for the company and therefore must represent our values and set the standard for customer service. This role is Term Time Only, operating on a Term Time Only schedule, with the successful candidate working during school terms and enjoying time off during school holidays.

What will you do?

• Manage incoming phone calls to the Service Desk, and direct them to the appropriate engineer where applicable.
• Log incidents and service requests into the call management system.
• Provide customers with regular updates and keep them informed on the progress of their tickets.
• Be responsible for the successful functioning of the Service Desk by eliminating abandoned call rates.
• Manage customer’s expectations and understanding of their SLA’s and how the Service Desk will adhere to them.
• Arrange replacement equipment to be sent out to customers in the event of a failure, and ensure the faulty equipment is returned.
• Keep our customer database up to date for effective customer service.
• Provide customers access to our self-help material to reduce strain on the Service Desk.
• Work with the 1st Line Support Team and ensure all tickets have been prioritised correctly and have enough information.
• Coordinate/schedule in work with the Support Engineers.
• You may be asked to take inbound live chat requests from customers.
• Identify and highlight patterns amongst incidents that could be a result of an outage or major incident.

Here’s how you’ll do it:

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Have a sound understanding of our products and services so you can answer customer’s queries and questions.
• Ensure customer satisfaction and provide professional customer support.
• Eagerness to collaborate across departments.

You’ll have:

• Required: Have experience in a customer service role.
• A high level of written and spoken English.
• Experience of dealing with enquiries both in person and over the phone/email.
• Strong organisational skills.
• Work well in time pressured situations.
• Ability to empathise with customers.
• Ability to remain professional when interacting with difficult and reactive customers.
• An understanding of safeguarding children and how education organisations are run.

• Ideal: An understanding of safeguarding children and how education organisations are run.
• Experience working in, and understanding, ITIL structure.
• Experience with the following systems: Zendesk.

Why choose Qoria? In this role, you can expect Employee Share Scheme, Enhanced holiday & family leave, and much more.

More importantly, you’ll:

• Support tech with purpose... At Qoria, your work truly matters. With every customer interaction, you’ll be helping children stay safe online.
• With people who care... One of our values is ‘Care, Always’. Our Support Team lives and breathes that, every day.
• Through work that you love... Being a Customer Care Representative takes skill, energy and resilience. It can also be incredibly rewarding.
• And a career that you own... A proven career path forward, with real opportunities to progress your career into other teams and departments within the company.

We’d love to hear from you. Please submit your application if you would like to be considered for this opportunity. At this stage we are only accepting applications from those with full working rights in the UK.