At a Glance
- Tasks: Coordinate customer support cases and ensure exceptional service delivery.
- Company: Join Vusion, a leader in retail IoT and data technologies.
- Benefits: Competitive pay, career growth opportunities, and a supportive work environment.
- Other info: Work with a globally distributed team and enjoy a dynamic workplace.
- Why this job: Be part of a fast-paced team transforming the future of retail.
- Qualifications: Customer service experience and strong organisational skills required.
The predicted salary is between 30000 - 36000 £ per year.
Are you ready to develop the future of retail?
As the world’s leader in Io T and data technologies for commerce, our mission is to help retailers and brands use digitalization to become more efficient, more intelligent, and more sustainable—and in doing so, enable more positive commerce.
Vusion is a fast-growing, fast-paced retail tech company.
We believe that by thinking big and working together as one team—agile thinkers, tech makers, and change agents—we can build the largest retail Io T platform in the world.
- Technologies for Positive Commerce | Vusion
- We’re looking for a
Support Case Coordinator to join our team in London.
This is an exciting opportunity for someone who is passionate about delivering exceptional customer service and enjoys taking ownership of support cases from start to finish.
In this role, you will be supporting our growing UK&I region.
You’ll act as the key point of contact for customers throughout their support journey, ensuring they are kept informed, expectations are managed, and issues progress efficiently towards resolution.
Working closely with Technical Support, Engineering, Field Services and Customer Success teams, you’ll play a vital role in delivering an outstanding customer experience through proactive communication, effective coordination and strong case ownership.
Key Responsibilities
- Customer Communication
- Proactively contact customers regarding open support tickets to provide updates and manage expectations.
- Build positive relationships with customers through professional, empathetic and timely communication.
- Ensure customers are regularly informed, even when there is no significant progress to report.
- Gather additional information from customers to assist with issue resolution.
- Escalate customer concerns appropriately while maintaining ownership of the customer relationship.
- Ticket Management
- Monitor support queues and identify tickets requiring customer follow-up.
- Review ageing tickets and ensure appropriate action is taken.
- Chase internal teams and third-party suppliers for updates.
- Ensure ticket information is accurate, complete and up to date.
- Prioritise tickets based on urgency, SLA commitments and business impact.
- Close tickets promptly once customer confirmation has been received.
- Service Coordination
- Liaise with Technical Support, Field Services, Engineering and Customer Success teams.
- Coordinate customer appointments where required.
- Ensure engineers have the necessary information before attending site.
- Monitor outstanding actions and ensure agreed timescales are achieved.
- Customer Experience
- Deliver outstanding customer service on every interaction.
- Identify opportunities to improve customer satisfaction.
- Recognise customers at risk of dissatisfaction and take proactive action. Collect customer feedback where appropriate.
- Act as the customer's advocate within the business.
- Reporting & Administration
- Produce reports on ticket status and ageing. Identify trends in recurring customer issues.
- Highlight process improvements to management.
- Maintain accurate customer records within CRM and ticketing systems.
- Support SLA reporting and performance metrics.
Qualifications
- Previous experience in a customer service or customer support role.
- Excellent telephone manner with confidence speaking to customers.
- Strong organisational and time management skills.
- Experience managing multiple priorities simultaneously.
- Ability to work independently and take ownership.
- Strong attention to detail.
- Experience using CRM or helpdesk ticketing systems.
- Good Microsoft Office skills (Excel, Outlook, Word and Teams).
- Experience within IT, retail technology or field service environments.
- Knowledge of service desk processes.
- Understanding of Service Level Agreements (SLAs).
- Experience with Zendesk, Freshdesk, Service Now, Jira or similar ticket management systems.
- Additional Information
We innovate. We help communities thrive.
Vusion Group has an international presence in 19 countries.
In joining us, you’ll be part of a globally distributed team of intellectually curious, committed, and collaborative co-workers.
The work is fast paced, challenging, and ambitious. Here, you will feel valued for your contributions as we reinvent modern commerce—together.
We feel supported. You will too.
Vusion Group is a place where people feel safe, happy, and respected. We offer programs and benefits to support you in whatever comes next in your life, including:
- Pay: Competitive pay and benefits
- Career Growth: E-learning opportunities and workshops, and global mobility potential
- Job Location
- #J-18808-Ljbffr
Support Case Coordinator in London employer: VusionGroup SA
Vusion is an exceptional employer that fosters a dynamic and inclusive work culture in the heart of London, where innovation meets collaboration. As a leader in retail technology, we offer competitive pay, comprehensive benefits, and ample opportunities for career growth through e-learning and global mobility. Join us to be part of a passionate team dedicated to transforming commerce while ensuring every employee feels valued and supported.
StudySmarter Expert Advice🤫
We think this is how you could land Support Case Coordinator in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at VusionGroup SA. 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 VusionGroup SA 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 Support Case Coordinator in London
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 VusionGroup SA:Your cover letter is your chance to shine! Tell us why you want to work at VusionGroup SA 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 VusionGroup SA!
How to prepare for a job interview at VusionGroup SA
✨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.
