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Customer Service Lead - London

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Customer Service Lead
Employer: Resolving Limited
Location: London, UK
Salary/Benefits: £25,000pa + bonus

resolver is an exciting young start-up, well funded and offering a highly unique service. We are growing and want to recruit a great Customer Service Lead to join our London based team who will own end-to-end customer service actions and help turn our vision into a reality.

At resolver we are changing the way the world resolves!

Who wants to complain? It's hard work, lots of hassle and always frustrating! Rather than complain isn't it better to resolve? resolver's mission is to stop complaining being a hassle and to help consumers and businesses to resolve issues quickly, simply and effectively. One place with one simple and effective process where you can engage, manage and resolve issues against over 60 services. Each month we expand adding new services to ensure resolver is the destination for independent resolution.

As the Customer Service Lead at resolver you will be responsible for supporting consumers using our products and ensuring that our brand is there to support and assist consumers in resolving their issues.

As the Customer Service Lead you will:
• Manage the full end-to-end customer support experience; from handling customer queries to ensuring that businesses respond and engage with the customer's issue.
• Ensure all customers receive an awesome experience when using resolver.

Customer Service Lead - Key skills/experience required:
• Be a process-driven individual, experienced in supporting and engaging with consumers.
• A background in customer support and service delivering the best customer experience possible.
• Be hands on and require initiative and persistence to ensure we are delivering best in class service.
• Educated to A-Level level, a relevant degree level qualification desirable.
• Be fluent in English
• Able to work in the UK without sponsorship.

You'll be a true Consumer Champion! Reporting to the Operations Director, the Customer Service Lead will involve the following responsibilities:
• Monitoring and responding to all direct customer queries originating from multiple channels, from social media to email.
• Proactively handling issues with on-going cases through automated tracking and manual investigations, ensuring companies are responding and engaging effectively with the consumer. Then offering advice and guidance as required.
• Where companies are not replying, you will connect with them and get them to engage with resolver and address their customer issues.
• Building relationships with key companies, focusing on ensuring all resolver cases are passed directly into the senior complaints teams and maintain correct escalation path details.
• Working closely with the Product team to improve resolver's products based on your direct experience with our users.
• Collaborating with our social and marketing function to get our customer's experiences shared through social media and editorial content.
• Keeping an up-to-date record of companies, their speed of response and effectiveness.
• Building out the CS tools and processes required to make all of this possible in the most efficient and effective way.

If working in a young start-up, with the chance to shape our customer services function from the outset, excites you and you think you'd like to be a member of our cool team and be our Customer Service Lead, then get in touch today!Link megjelenítése" width="0" height="0" />
Helyek Külföld
Kategória Külföldi munka
Aktiválás időpontja 2014.10.31.
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