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For Companies At a Glance
- Tasks: Deliver exceptional customer support and enhance the overall customer experience.
- Company: Join TympaHealth, a fast-growing team dedicated to improving hearing healthcare.
- Benefits: Enjoy competitive salary, 25 days holiday, hybrid working, and wellness support.
- 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.
- Other info: Opportunities for growth as the company expands globally.
The predicted salary is between 30000 - 42000 £ per year.
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 Responsibilities:
- The Customer Support Advisor is responsible for meeting service standards, achieving targets and maintaining customer satisfaction.
- Ensure a seamless and positive customer experience by handling enquiries, complaints and complex issues with empathy and efficiency.
- 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.
- Achieve case resolution SLAs and KPIs whilst utilising service management tools (e.g. Salesforce) via email, phone and chat communication channels.
- Maintain and enhance the Company knowledge base and participate in the training of new team members when needed.
- Work closely with and upscale to internal stakeholders (e.g. second line technical team) to align customer support efforts with Company objectives and enhanced overall service delivery.
This will require occasional travel to London. In Addition: You will 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.
- A active team player, friendly, positive and approachable, fostering an open and collaborative team culture.
- A proactive problem-solving mindset with a positive attitude and a strong commitment to customer satisfaction.
- You ensure that the Company is presented correctly and have exceptional communication skills across multiple communication channels (Live Chat, video call, phone, email etc).
- A keen eye for detail, ensuring that both customer needs and operational processes are consistently met to a high standard.
- Proficiency in CRM databases, especially Salesforce, is highly desirable.
- A forward-thinking attitude with the ability to anticipate problems, take initiative to resolve them before they escalate and able to work on initiative.
- The ability to stay calm and focused under pressure, managing stressful situations with composure.
- You work equally well when working both independently and as part of a team and can juggle multiple deadlines and manage competing priorities.
Our working hours are 37.5 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 Company
TympaHealth 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 & 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 employer: TympaHealth
Contact Detail:
TympaHealth Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Agent
✨Tip Number 1
Get to know the company inside out! Research TympaHealth's mission and values, and think about how your skills can contribute to their goal of helping the world hear. This will not only help you in interviews but also show your genuine interest.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers across various channels, try role-playing different scenarios with friends or family. This will help you feel more confident and prepared for those tricky customer interactions.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can significantly boost your chances of landing that Customer Support Agent role.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the TympaHealth team and contributing to their amazing work.
We think you need these skills to ace Customer Support Agent
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer support shine through! We want to see how much you care about making a difference in people's lives and enhancing their experience with us.
Tailor Your Application: Make sure to customise your application to highlight your relevant skills and experiences. Mention any previous customer support roles or experiences that align with our mission at TympaHealth.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon, so we can easily understand your qualifications and what you bring to the table.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with our growing team!
How to prepare for a job interview at TympaHealth
✨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 proactively solved problems or improved processes in previous roles. Be ready to discuss these examples, as the company values a proactive approach to customer support and problem resolution.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team culture, growth opportunities, and how success is measured in the role. This shows that you're not just interested in the job, but also in how you can contribute to the company's success.