At a Glance
- Tasks: Deliver exceptional customer support and enhance the customer experience with empathy and efficiency.
- Company: Join TympaHealth, a fast-growing team dedicated to improving global hearing healthcare.
- Benefits: Enjoy 25 days holiday, hybrid working, mental health support, and a competitive salary.
- Other info: Opportunities for growth in a collaborative culture focused on innovation and excellence.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: A-Level education or equivalent, with strong communication and problem-solving skills.
The predicted salary is between 30000 - 40000 £ per year.
Key Duties and Responsibilities
The Customer Support Advisor is responsible for meeting service standards, achieving targets and maintaining customer satisfaction. You will provide an efficient customer service function while looking to continually improve 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 elevate to internal stakeholders (e.g. second line technical team) to align customer support efforts with Company objectives and enhance overall service delivery. This will require occasional travel to London.
- In Addition: Perform other duties as assigned by the Customer Support Manager and/or Chief Operating Officer.
Your Profile
You 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: 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 and take initiative to resolve them before they escalate.
- 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: Ability to work independently and as part of a team, juggling multiple deadlines and managing competing priorities.
Our working hours are 37.5 hours per week Monday to Friday, with occasional weekend coverage required. 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 Company
TympaHealth are a team of doctors and technology experts unified by a vision to help the world to hear. 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. We have created a collaborative and supportive environment where everyone is valued and encouraged to contribute their own ideas and opinions.
Salary & Benefits
- 25 days holiday (increasing to 26 after two years) plus Bank Holidays
- Birthday Holiday and Christmas Holiday (three additional days)
- 5% Company & Employee Pension Scheme Contributions
- Life Assurance Scheme (four times salary)
- Hybrid Working two to three days 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
There has never been a more exciting time to join our team with our growth, focus on excellence and opportunities for development in an inclusive, inspiring company.
Customer Support Agent in Devon employer: TympaHealth Technologies Ltd.
TympaHealth is an exceptional employer, offering a collaborative and supportive work environment where every team member's contributions are valued. With a strong focus on employee growth, competitive benefits including a hybrid working model, mental health support, and opportunities for professional development, TympaHealth is dedicated to fostering a positive culture that empowers individuals to thrive while making a meaningful impact in the healthcare sector.
Contact Details:
TympaHealth Technologies Ltd. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Agent in Devon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TympaHealth Technologies Ltd.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TympaHealth Technologies Ltd. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Agent in Devon
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TympaHealth Technologies Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at TympaHealth Technologies Ltd. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TympaHealth Technologies Ltd.!
How to prepare for a job interview at TympaHealth Technologies Ltd.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
