Customer Support Advisor

Job Title: Customer Support Advisor

Location: Pencoed, Bridgend, South Wales

Salary: 26,000 - 28,000 per annum

Job Type: Full-time / Permanent

Working Hours: Monday to Friday - 8am to 6pm (8.5 hour day / 42.5 hours in between these times)

Who are we:

Flotek Group is one of the fastest-growing Tech Companies in the UK, providing IT, Cybersecurity and Comms technology to small & medium businesses. With sales and support locations across the country, our ambitious growth is driven by our core values and fundamental principles. We deliver every product and service with expertise, passion, and heart.

When you join Flotek Group you join our "Purple Army" and become part of a team driven by a set of values that guide our every interaction, both with each other and with our partners. We enjoy a collaborative, fast-paced working environment, where we can expect to learn to be exceptional, earn trust through actions and receive recognition when our work gets a "Wow!"

About the Role:

We are looking for an enthusiastic customer service-focused individual with contact centre background - preferably with some experience within the IT/Telecoms sector or a Helpdesk role. You will be responsible for taking inbound calls from customers who require technical assistance and immediately triaging their calls. You will gather details and ensure the technicians available have good details from which to resolve the customer's query.

Responsibilities:

• Answering the phone to inbound calls from customers quickly in polite, friendly, and professional manner.
• Demonstrate accountability and empathy, and understand the customers query to assess impact and urgency.
• Asking relevant questions to help determine the customer's needs.
• Take note of customer's complaints if they arise; listen, understand, and resolve where possible.
• Log clear and detailed tickets to ensure technicians can get to work straight away on customer queries.
• Attempt basic troubleshooting where appropriate, while managing call queues and ticket volumes.
• Setting expectations for the customer as to when their query will be reviewed and resolved.
• Ensuring the customer is kept updated where issues require ongoing attention.
• Escalating matters of an urgent nature to the relevant IT and Telecoms specialists.
• Communicate clearly and effectively with customers, colleagues, and management to ensure customer satisfaction.
• Identify opportunities to improve customer service processes with the objective to deliver World Class Service.

What we're looking for:

• Have strong verbal and written communication.
• Customer service experience is essential, ideally from a contact centre background with an interest in IT and Telecoms.
• Comfortable using CRMs to log customer queries in a detailed manner.
• The ability to work quickly, calmly and accurately under pressure.
• Keep high standards of customer service at all times while responding to high call volumes.

Benefits:

• Competitive salary of 26,000 - 28,000 (experience depending).
• Inclusive EMI Share Equity Scheme - own a slice of the "Purple Pie."
• Day off for your birthday.
• Day off for other life's milestones - such as weddings, moving house, child's first day at school, or religious holidays.
• Give back day to support your chosen charity.
• Savings on gym memberships, shopping and other discounts available through Perkbox.
• Variety of social events & team building opportunities are available.
• Opportunities for professional growth and development.
• Collaborative and supportive work environment.

Due to the nature of the role the company will not be able to offer sponsorship or relocation assistance so candidates must already reside in the UK.

Please click the APPLY button to submit your CV for this role.

Candidates with the experience or relevant job titles of; Customer Services Executive, Customer Service Representative, IT Customer Support, Telecoms Client Services, IT Customer Service Executive, Customer Assistant, Telephone Customer Service Representative, Customer Advisor, Telephone Customer Support may also be considered for this role.