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- Tasks: Assist customers with troubleshooting and provide updates via phone and email.
- Company: Join Tangent International, a fast-growing company focused on exceptional customer service.
- Benefits: Enjoy a hybrid work model and the chance to develop technical skills.
- Why this job: Be part of a dynamic team dedicated to delivering top-notch customer experiences.
- Qualifications: Fluent in French and English, with customer-facing experience; SaaS knowledge is a plus.
- Other info: This role is a 12-month extendable contract and falls inside IR35.
The predicted salary is between 30000 - 42000 £ per year.
Tangent International are looking to hire a Customer Support Representative to work a 12 month extendable contract based in Reading (Hybrid). Full-time role in EMEA Customer Support department, being obsessed to deliver the best customer experience and service level in a fast-growing and dynamic environment. You will be assisting customers on a daily basis through troubleshooting issues, related to hardware or installations as well as our mobile/web platforms and keep customers updated via phone & email of progress.
Essential job functions:
- Become a technical expert of our SaaS platform and develop a deep understanding of the fleet management space;
- Serve as Technical Customer Support professional dealing with technical matters related to SaaS (Software as a Service) fleet management products and solutions;
- Handle incoming customer requests, both from external and internal calls & emails by raising and managing cases with end-to-end accountability; this includes but is not limited to investigating & troubleshooting, analyzing, finding resolution, validating, escalating and communicating with related stakeholders;
- Actively work with other departments of the organization as well as deal with customers and vendors on a daily basis;
- Recognise the patterns for recurring issues and take necessary actions to achieve fastest possible resolution and assure the highest customer satisfaction level.
What we’re looking for… The ideal candidate is a Customer Support professional with good technical skills and a clear understanding of what drives customer satisfaction. Technical professional we are looking for should have well developed skills listed below:
- Experience in a customer-facing role (mandatory);
- Fluent French & English (mandatory);
- Experience with SaaS (Software as a Service) solutions is a plus (not mandatory);
- Experience with CRM & ERP systems - Salesforce and SAP would be preferred (not mandatory);
- Strong communication and listening skills;
- Well-developed time management and prioritization skills;
- Structured “can-do” approach to open matters and tasks in a demanding environment;
- Methodical and conscientious documentation skills;
- Willingness to develop while identifying opportunities over self-reflection.
**PLEASE NOTE** - This position will be inside IR35.
Contact Detail:
Tangent International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Representative (Reading)
✨Tip Number 1
Familiarise yourself with the SaaS industry, particularly in fleet management. Understanding the technical aspects and common issues faced by customers will help you stand out during interviews.
✨Tip Number 2
Brush up on your communication skills, especially in both French and English. Being able to demonstrate your fluency and ability to handle customer queries in both languages can give you a significant edge.
✨Tip Number 3
Gain experience with CRM and ERP systems like Salesforce and SAP, even if it's just through online tutorials or courses. Showing that you have a basic understanding of these tools can make you more appealing to the hiring team.
✨Tip Number 4
Prepare for situational questions that assess your problem-solving skills. Think of examples from your past experiences where you successfully resolved customer issues, as this will showcase your ability to deliver excellent customer service.
We think you need these skills to ace Customer Support Representative (Reading)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Support Representative. Familiarise yourself with SaaS platforms and fleet management concepts to demonstrate your knowledge in your application.
Tailor Your CV: Highlight your customer-facing experience and any technical skills relevant to the role. If you have experience with CRM or ERP systems like Salesforce or SAP, be sure to mention it. Use specific examples to showcase your problem-solving abilities.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for customer service and your understanding of the importance of customer satisfaction. Mention your fluency in French and English, and how your skills align with the job requirements.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any errors. A well-presented application shows attention to detail, which is crucial for a role in customer support.
How to prepare for a job interview at Tangent International
✨Showcase Your Technical Knowledge
Since the role requires a deep understanding of SaaS platforms, be prepared to discuss your technical skills and any relevant experience. Highlight specific examples where you've successfully resolved technical issues in previous roles.
✨Demonstrate Customer-Centric Attitude
Tangent International is looking for someone who is obsessed with delivering the best customer experience. Share stories that illustrate your commitment to customer satisfaction and how you've gone above and beyond to help customers in the past.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare for scenarios where you might need to troubleshoot a technical issue or handle a difficult customer. Practising these responses can help you feel more confident during the interview.
✨Highlight Your Communication Skills
Strong communication is key in this role. Be ready to discuss how you effectively communicate with customers and colleagues. Consider sharing examples of how you've used your listening skills to understand customer needs and resolve issues efficiently.
