Customer Support Specialist

The purpose of this role is to support the Customer Services team in dealing with technical queries, ensuring customer is at the heart of everything we do as a business and we offer best in class customer service. You'll be supporting both store and customer queries.

Key Duties / Responsibilities:

• Work with the outsource customer service team to ensure smooth day to day running of the department.
• Act as the first point of escalation for technical queries from the customer service team, escalating where necessary and working with the systems support team to develop effective customer centric solutions.
• Working closely with the Systems Infrastructure team to stay up to date with changes and implementations that may impact customer services
• Tracking and resolving reoccurring customer issues and working across different departments to develop and implement short- and long-term resolutions
• Ensuring strict service level agreements are met and all customers issues are resolved in a timely matter
• Think customer first and regularly review the customer journeys within the business making actionable recommendation to improve customers experiences.
• Knowing our processes inside out, with a particular focus on store operations and the click and collect process, supporting stores with troubleshooting when needed.
• Work alongside the Senior IT Infrastructure Support Technician and IT Infrastructure & Support Manager on projects that need customer service input
• To produce reporting that allows for analyst of technical issues
• To document a history of technical issues and concerns
• This list is not exhaustive and subject to change according to the business needs

Essential

• Previous experience within a similar technical role handling complex customer queries
• Experience in a fast-paced retail environment

Knowledge

• Knowledge of a customer enquiry ticketing system
• Knowledge of a Customer Relationship Management/ Customer Service system
• Knowledge of Data Protection/GDPR and the impact on our customer

Skills

• Excellent communication skills, both written and verbal, with the ability to build strong working relationships
• Empathetic, understanding and a good problem solver
• Strong prioritization, organisational and time management skills
• Ability to multi-task

Desirable

Experience with network troubleshooting