At a Glance
- Tasks: Deliver exceptional customer support and enhance client experiences in a dynamic environment.
- Company: Join TympaHealth, a mission-driven team dedicated to improving hearing healthcare globally.
- Benefits: Enjoy competitive salary, 25 days holiday, hybrid work, and wellness support.
- Other info: Flexible hours with opportunities for growth as the company expands.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive team.
- Qualifications: A-Level education or equivalent; customer support experience is a plus.
The predicted salary is between 12 - 15 £ per hour.
The Customer Support Agent is key in helping the business to develop the support we give to our clients. The Company is going from strength to strength and this is a great opportunity to make a difference to people’s lives and play a visible role in its success.
Our Customer Support Advisors play a crucial role and you will be at the forefront of delivering exceptional service and support to our customers. You will be part of the Customer Support team who are passionate about what they do in enhancing the overall customer experience.
Key Duties and ResponsibilitiesThe Customer Support Advisor is responsible for meeting service standards, achieving targets and maintaining customer satisfaction. Whilst fulfilling this part-time fixed term role you will continue to provide an efficient customer service function, whilst looking to continually improve on the positive experience for both customers and team members.
- Customer Experience: Ensure a seamless and positive customer experience by handling enquiries, complaints and complex issues with empathy and efficiency.
- Process Improvement: Follow processes and use documentation including the company knowledge base. Contribute to the development and refinement of our support processes based on customer feedback for ongoing improvement.
- Service Excellence: Achieve case resolution SLAs and KPIs whilst utilising service management tools (e.g. Salesforce) via email, phone and chat communication channels.
- Documentation & Training: Maintain and enhance the Company knowledge base and participate in the training of new team members when needed.
- Stakeholder Collaboration: Work closely with and escalate to internal stakeholders (e.g. second line technical team) to align customer support efforts with Company objectives and enhanced overall service delivery.
In Addition: You will perform other duties as assigned by the Customer Support Manager and / or Chief Operating Officer.
Your ProfileYou are a highly versatile, energetic individual who is detail and task orientated. You should have an entrepreneurial spirit, be practical with a positive can-do mentality. Ideally you will have Customer Support experience in the Med-Tech or software solutions industry as well as:
- Approachable: An active team player, friendly, positive and approachable, fostering an open and collaborative team culture.
- Attitude: A proactive problem-solving mindset with a positive attitude and a strong commitment to customer satisfaction.
- Communication Skills: You ensure that the Company is presented correctly and have exceptional communication skills across multiple communication channels (Live Chat, video call, phone, email etc).
- Detail-Oriented: A keen eye for detail, ensuring that both customer needs and operational processes are consistently met to a high standard.
- IT Skills: Proficiency in CRM databases, especially Salesforce, is highly desirable.
- Proactive: A forward-thinking attitude with the ability to anticipate problems, take initiative to resolve them before they escalate and able to work on initiative.
Qualifications: Educated to A-Level or equivalent qualification.
Resilience: The ability to stay calm and focused under pressure, managing stressful situations with composure.
Working Style: You work equally well when working both independently and as part of a team and can juggle multiple deadlines and manage competing priorities.
Your working hours will be 15 to 20 hours per week, Monday to Friday, however there is occasional weekend coverage so you will sometimes need to be able to work at weekends. We operate a hybrid working schedule, typically two to three days a week in the office (following training) so you must be able to reliably commute or plan to relocate to Exeter.
The role will facilitate the customer service offering to customers using TympaHealth systems in all countries. As the Company grows there will be opportunities for development to meet the changing needs of the business.
The CompanyTympaHealth are a team of doctors and technology experts united by a vision to help the world to hear. Currently, there are half a billion people in the world with disabling hearing loss. In the UK by 2030 hearing loss will overtake diabetes and cataracts in the top ten global disease burdens.
Our mission is to help the world to hear and make intervention more accessible and simplified both on a local and global scale. TympaHealth is growing fast and is currently helping thousands of patients a year access vital ear and hearing healthcare services in the UK, with plans to expand globally.
TympaHealth have created a collaborative and supportive environment, everyone is valued and encouraged to contribute their own ideas and opinions.
Salary & BenefitsA competitive salary and benefits package include:
- 25 days holiday (pro-rata) plus Bank Holidays (pro-rata)
- Birthday Holiday
- 5% Company & Employee Pension Scheme Contributions
- Life Assurance Scheme (four times salary)
- Hybrid Working one day a week in the office based in Exeter EX2 8LB.
- On-site parking.
- Remote GP and Medical Second Opinion Services
- Mental Health Support
- Physiotherapy (eight sessions per year)
- Life, Money and Wellbeing Support
- 360 Wellbeing Score, Insights and Calendar
- Financial and Legal Support
- 1-2-1 Lifestyle Coaching
- Savings and Discounts
- Perkbox
TympaHealth is an equal opportunity employer.
Customer Support Agent (Part-time Fixed Term Contract) in Exeter employer: Tympa Health
TympaHealth is an exceptional employer, offering a collaborative and supportive work culture where every team member is valued and encouraged to contribute their ideas. With a focus on employee growth, the company provides numerous benefits including a competitive salary, generous holiday allowance, and a hybrid working model that promotes work-life balance. Located in Exeter, this role not only allows you to make a meaningful impact on people's lives but also offers opportunities for professional development as the company continues to expand its vital services globally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Agent (Part-time Fixed Term Contract) in Exeter
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on TympaHealth. Understand their mission and values, especially how they aim to help people with hearing loss. This will show that you're genuinely interested and can help you connect better during the conversation.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers directly, it’s crucial to demonstrate your ability to communicate clearly and empathetically. Try role-playing common customer scenarios with a friend or family member to build your confidence.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully resolved issues for customers. Be ready to share these stories in your interview to highlight your proactive attitude and resilience under pressure.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a simple gesture that can leave a lasting impression and shows your enthusiasm for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Support Agent (Part-time Fixed Term Contract) in Exeter
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Support Agent role. Highlight your relevant experience and skills that match what we're looking for, like communication and problem-solving abilities.
Show Your Passion:Let us see your enthusiasm for customer support! Share examples of how you've gone above and beyond to help customers in the past. We love candidates who are genuinely excited about making a difference.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We want to understand your experience and skills without having to decipher complex sentences.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Tympa Health
✨Know the Company Inside Out
Before your interview, take some time to research TympaHealth. Understand their mission, values, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the role and the company.
✨Showcase Your Communication Skills
As a Customer Support Agent, excellent communication is key. Prepare examples of how you've successfully handled customer inquiries or complaints in the past. Practise articulating your thoughts clearly and confidently, as this will be crucial during the interview.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've resolved issues or improved processes in previous roles. Be ready to discuss these examples, highlighting your proactive approach and ability to stay calm under pressure—qualities that are essential for this position.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, company culture, and growth opportunities within TympaHealth. This shows that you're not just interested in the job, but also in how you can contribute to and grow with the company.
