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For Companies At a Glance
- Tasks: Assist customers via email, chat, and social media while resolving their issues.
- Company: Join a dynamic team in London focused on customer satisfaction and support.
- Benefits: Enjoy flexible shifts, remote work options, and opportunities for growth.
- Why this job: Be part of a supportive culture that values your input and enhances customer experiences.
- Qualifications: High school diploma and 1 year of technical support experience required.
- Other info: Work in a fast-paced environment with performance metrics to track your success.
The predicted salary is between 28800 - 43200 £ per year.
We are seeking a Customer Support Representative to join our team in London. The successful candidate will respond to customer inquiries via various channels, provide accurate information, resolve issues, and collaborate with other teams to ensure customer satisfaction.
Responsibilities:
- Respond to customer inquiries via email, chat, or social media promptly and professionally
- Provide accurate information and support to resolve customer issues
- Identify and escalate complex issues to Tier 2 support when necessary
- Collaborate with technical support specialists, support product specialists, and leadership
- Maintain accurate customer information in CRM systems (Intercom & Salesforce)
- Meet performance metrics such as response times, resolution rates, and customer satisfaction
- Continuously update product knowledge and support processes
- Provide feedback to improve support procedures
Requirements:
- High school diploma or equivalent
- At least 1 year experience in a technical support environment
- Excellent verbal and written communication skills
- Customer-oriented attitude with a desire to exceed expectations
- Ability to multitask and manage time effectively
- Experience with CRM systems (Zendesk, Freshdesk, Intercom, Hubspot, Salesforce)
- Ability to work in a fast-paced environment
- Ability to work independently and as part of a team
- Flexibility to work shifts, including weekends and holidays
Performance Metrics:
Success will be measured by KPIs such as Customer Satisfaction (CSAT & NPS), First Response Time, SLA, and Productivity.
Working Hours:
This role requires supporting customers 24/7, with shifts between 6am and 12am, including weekends and holidays.
Customer Support Representative - London employer: synthesia.io
Contact Detail:
synthesia.io Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Representative - London
✨Tip Number 1
Familiarise yourself with common customer support tools like Intercom and Salesforce. Being well-versed in these systems will not only help you during the interview but also demonstrate your readiness to hit the ground running.
✨Tip Number 2
Brush up on your communication skills, especially in handling difficult customer interactions. Practising scenarios where you resolve conflicts or provide exceptional service can set you apart from other candidates.
✨Tip Number 3
Research StudySmarter's products and services thoroughly. Understanding what we offer will allow you to answer questions more effectively and show your genuine interest in the role and the company.
✨Tip Number 4
Prepare to discuss your experience in a fast-paced environment. Think of specific examples where you successfully managed multiple tasks or met tight deadlines, as this is crucial for a Customer Support Representative role.
We think you need these skills to ace Customer Support Representative - London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support and technical environments. Emphasise your communication skills and any experience with CRM systems like Intercom or Salesforce.
Craft a Compelling Cover Letter: Write a cover letter that showcases your customer-oriented attitude and your ability to resolve issues effectively. Mention specific examples from your past experiences that demonstrate your skills and how they align with the role.
Highlight Key Skills: In your application, clearly outline your multitasking abilities and time management skills. These are crucial for a fast-paced environment like customer support, so make sure to provide examples of how you've successfully managed these in previous roles.
Show Enthusiasm for the Role: Express your passion for customer service and your desire to exceed customer expectations. Companies appreciate candidates who are genuinely interested in helping customers and improving their experience.
How to prepare for a job interview at synthesia.io
✨Know Your Customer Support Tools
Familiarise yourself with CRM systems like Intercom and Salesforce, as well as other support tools. Being able to discuss your experience with these platforms will show that you're prepared and understand the technical aspects of the role.
✨Demonstrate Your Communication Skills
Since excellent verbal and written communication is key for this position, practice articulating your thoughts clearly. You might be asked to role-play a customer interaction, so be ready to showcase your ability to handle inquiries professionally.
✨Showcase Your Problem-Solving Abilities
Prepare examples of how you've resolved customer issues in the past. Highlight your approach to identifying problems and collaborating with others to find solutions, as this is crucial for ensuring customer satisfaction.
✨Understand Performance Metrics
Familiarise yourself with key performance indicators like Customer Satisfaction (CSAT) and First Response Time. Being able to discuss how you can meet or exceed these metrics will demonstrate your commitment to high-quality customer support.
