Job Information
Wolfram Research, Inc. Customer Support Representative \u2014Oxfordshire, UK in Oxford, United Kingdom
We are looking for an organised, enthusiastic individual to join our Customer Service team. You should be passionate about delivering excellent service and providing strong communication to our customers. The ideal candidate will be proactive, have a great attention to detail and is able to handle inquiries and resolve issues efficiently.
Reporting to: Customer Service Manager
Responsibilities:
Resolving product or service problems by clarifying the customer's queries; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Identify and assess customers' needs correctly to achieve satisfaction.
Managing incoming calls.
Following communication procedures, guidelines and policies correctly, both in terms of accuracy and timeliness.
Resolving customer complaints via phone, email and live chat.
Assisting with placement of orders, refunds, or exchanges.
Informing customers of deals and promotions.
Answering questions about service plans we provide.
Compiling reports on overall customer satisfaction
Qualifications:
Previous experience in both Customer Service and Administration are essential.
Excellent telephone manner.
Capable of working under pressure, to tight deadlines.
Excellent interpersonal, verbal and written communication skills.
Good Computer skills, experience using CRM software and Microsoft packages essential.
Excellent planning and organisation skills, with the ability to work on own initiative.
Strong decision making and problem solving skills.
Excellent organisation skills and strong administrative capability.
Experience working with Service Level Agreements.
This role is part-time working 20-25 hours per week across a 4 or 5 day working week. This is a 12-month fixed-term contract with the possibilty to become permanent. This is an office-based role.
Salary: £13,867-£17,335 per annum, depending on weekly hours.
Wolfram is an equal opportunity employer and values diversity at its company.