Customer Services Advisor (Leeds Office)

Chapter Eight is one of the fastest growing digital agencies in the UK, working for well known brands at home and internationally. Established in 2002 and based in Leeds, Chapter Eight now has offices in London and services clients in over 20 different industry sectors.

We provide digital services to our clients including award winning website design, website development hosting & maintenance, email marketing, search engine optimisation, ecommerce integration and content management.

Due to our continued growth, we are currently recruiting a Customer Service Advisor to help us provide high levels of customer service and support to our growing and diverse range of clients.

Main Purpose of Job

To advise clients in a professional and confident manner on a number of issues relating the their support requests and to ensure that staff assigned to resolving them are doing so within agreed Service Level Agreements.

The role will also encompass an element of Account Management as you will be required to keep in regular contact with clients to establish if they have any new website requirements and to advise them of our most recent product launches and services.

In addition you will be required to support the Sales Team by helping to produce proposals and change requests.

Finally, you will be customer facing and will be required to meet and greet customers when they arrive at our offices. 

Main Responsibilities

1. Respond to telephone, email and web based support requests from clients, ensuring they are accurately documented into the Support System, and are actioned in line with specific Service Level Agreements.

2. Review current open support requests on a daily basis, prioritising by the service level provided to the customer and then by age of support request.

3. Build strong client relationships through telephone based and email communication, advising clients of the progress of their support requests and of our most recent products and services that may be of benefit to them.

4. Basic trouble shooting and examination of the support request to establish basic facts and provide quicker resolution to issues without needing to assign the ticket to 2^nd Line.

5. Undertake administrative tasks such as registering domain names, SSL certificates, POP3, IMAP accounts, etc. using current and future systems to ensure a timely and quality service to our clients. Full training to be provided.

6. Ensure the Support Team staff manual, knowledge base and FAQ's are kept up to date with all information about the support function and any other relevant information.

7. Provide front of house reception.

8. Support the sales team in preparing and following proposals and arranging meetings.

Person

The successful candidate will:

• Be professional and enthusiastic with proven experience of problem solving and the ability to work under pressure.

• Be able to demonstrate excellent communication and interpersonal skills

• Possess sound organisational and analytical skills as well as a logical approach

• Be able to demonstrate good technical knowledge.

• Have previous Customer Services or Help Desk experience

Show me the money:

• Basic salary of between £13,000 and £15,000 depending on experience

• 25 days paid holiday plus bank and public holidays

• Performance related bonus on top of basic salary
  

If you think you've got what it takes to work at Chapter Eight then send your CV* and covering letter to jobs@chaptereight.com

* Don't forget to attach your CV in OpenOffice, Word or PDF format