Сareer - Support Representative Role

We are rapidly growing and are looking for a full-time Support Representative to join our support team in our Woodford Green office. We are looking for a hardworking candidate with great communication skills who are passionate about providing an excellent customer experience. This job role plays a crucial part in the overall customer experience the company offers.

In this entry-level role, you will be our customers' first point of contact and engage with them on the phone, by email and via online chats. Our customer support team answers various questions, ranging from customer returns, late deliveries, and faulty products to questions surrounding our products and company. Our customer support team strongly represents Building Materials Wholesale’s mission, values and voice. As a support team rep, you’ll have the opportunity to work both independently and as part of a larger team. This is a salaried position which includes an annual salary of £29,062.

About the Role:

- Respond to and resolve product or service problems that customers are experiencing

- Receive and answer questions, requests, and complaints from customers via the phone, chat, email, and social media

- Delight customers during every service interaction

- Maintain customer records

- Work collaboratively with teammates to solve customer issues as quickly and as efficiently as possible

- Report customer complaints and escalate issues when necessary to prevent potential churn

- Solve the customer's problem for a customer, not for your own convenience

- Process sales and purchase orders

About You:

Communication Skills

- Excellent communication skills (verbal and written)

- Ability to communicate correctly and clearly with all customers

- Excellent documentation skills

- Good comprehension skills - ability to clearly understand and state the issues customers represent

- Ability to concentrate - work with customers' enquiries without distraction and resolution

- Good composition skills - ability to compose a grammatically correct, concise, and accurate written response

- Work successfully in a team environment as well as independently

Computer Knowledge/Skills

- Ability to use a desktop computer system

- Excellent typing skills

- Demonstrate understanding of the Internet

- Demonstrate the ability to successfully navigate websites

- Demonstrate proficient knowledge of email applications

Customer Focus

- Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment

- Ability to empathise with and prioritise customer needs

- Demonstrate interpersonal skills with a diverse customer base

- Demonstrate conflict resolution and negotiation skills

- Demonstrate ownership to resolve challenging customer issues, escalating when necessary

- Ability to determine customer needs and provide appropriate solutions

- Maintain regular and reliable attendance

Problem-Solving Skills

- Effective problem-solving skills, including decision making, time management and immediate prioritisation of tasks as assigned

- Ability to approach problems logically and rationally

- Action-oriented and self-disciplined

- Organised and detail-oriented

- Ideal candidates will be creative and analytical problem solvers with a passion for excellent customer service

What You'll Get:

- £29,062 fixed salary

- Full training

- An opportunity to join a new startup company

- Work in the modern office (Mon - Fri; 8 am - 5 pm)

- Unlimited growth potential
- 28 paid holidays (including Bank Holidays)

- Paid birthday day off

If that sounds like something you'd like to be a part of, we'd love to hear from you.