Customer Support Representative

Aylesbury, United Kingdom
Services & Support – Customer Support
Full-Time
8x8, Inc. (NYSE:EGHT) communication solutions help businesses transform their customer and employee experience.  With one system of engagement for cloud voice, video, collaboration and contact center and one system of intelligence on one cloud communications platform, businesses can now communicate faster and smarter to exceed the speed of customer expectations. For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, Twitter, and Facebook.

Customer Support Representative

Job Purpose:
·        To work within guidelines below to ensure effective running of the Customer Service Support Department and to exercise your initiative to provide the best possible service to our customers.
 
Main Responsibilities: 
·        Providing exceptional customer experience for internal and external customers
·        Answering customer calls and emails in a professional manner
·        Logging all customer contact on internal systems
·        Handling and delivering customer change requests including sharing knowledge via relevant articles- Troubleshooting and resolving simple customer issues and efficiently escalating as and when appropriate
·        Action orders via Email or phone
·        Empowering customers by promoting Knowledge base and self service
·        Capture, structure, reuse, and improve knowledge articles within the case resolution workflow according to Knowledge-Centered Service (KCS) methodology
·        Ownership of customer's requests to the completion
·        Liaising with Key Suppliers
·        Resolving customers request first time wherever possible
·        Carrying out screen-sharing to help customers get set up and operational.
 
Skills: 
·        Ability to remain calm under pressure, customising your interaction to the individual customer personalities and contexts
·        Able to work to tight deadlines and to prioritise
·        Keen problem solver, with ability to think on your feet
·        Anticipate and resolve additional potential problems
·        Logical approach with ability to handle difficult callers
·        Good communicator with attention to detail
·        Self-motivated - uses Knowledge base to clarify customers requests
·        Competent in the use of Microsoft Office Products
·        Ability to own and manage customers requests through their lifecycle to ensure timely completion
·        Ability to create and keep accurate records
·        Strong organisation and time management skills
·        Team player with 'can do' attitude
·        Basic understanding of technical knowledge
 
Experience:
·        Experience of working in high pressured environment
·        Team player with 'can do' attitude
·        Experience of managing their own cases through to completion
·        Experience of KPIs and adhering to processes/procedures

Working Rota:
8 am - 4:30 pm; 9 am - 5:30 pm; 10 am - 6:30 pm
 
Our Offer:
·        You will be part of a great successful global team/company (UK, US, Romania, Australia, New Zealand etc.).  
·        We offer competitive salary
·        Exceptional Employee Benefits including great pension scheme, ESPP, 25 days of holiday, private healthcare etc.
·        Induction (FastStart) conducted in our Cluj (Romania) or San Jose (US) offices
·        Company events (Summer party, Christmas party)
·        As a high-growth, compact-outfit, your performance is visible to executive level. We are on the lookout for the high-performers that will drive us to our goals.
·        We look for people with great ideas, which can be implemented and put in place, to improve and speed up our processes. We do listen and make things happen!

Start date - May 2019
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