Customer Support Representative

London (West)
Competitive salary
12 Oct 2018
16 Oct 2018
Retail and Sales
Contract Type
Full Time
Note: In order to be considered for this role we request your CV updated as well as a cover letter describing how your qualifications best prepare you for this role. All applications without cover letter won't be considered.
UENI seeks an experienced customer-centric support representative. As a CSR, you are responsible for all customer queries assigned to you. Our customer interactions are handled and fully owned by each CSR in a friendly, prompt, and professional manner whilst working with a small support team. We strive for “one and done” and high CSAT.

*Duties include:* quality replies to customer emails through our help desk, assisting with process and documentation improvements, account reviews, occasional inbound and outbound calls to existing customers, and customer retention campaigns.

* Passion for helping people and empathetically solving problems;
* Impeccable written communication skills and proper English grammar (your daily workflow relies heavily on professional communication with customers and colleague);
* Excellent phone manners;
* Highly organised, efficient, and capable of independently managing workloads calmly;
* High technical competence with computers and able to learn new software and systems quickly;
* Proactive team player who is willing to ask questions, give feedback, and seek solutions whilst in a fast-changing environment;
* Accuracy and attention to detail;

* Background or understanding of the SaaS business model;
* Familiar with CRMs and help desk software;
* Technical documentation writing experience;
* Proactive customer-first sales and success understanding;
* Familiar with customer success metrics like CSAT, FTR, NPS, churn, and LTV;
* Basic website building skills (HTML, links, email)

* Competitive salary & Equity options package
* Holiday increases with each year of service
* Perkbox
* Employee referral scheme
* Career progression – personal development, autonomy and responsibility
* Support for in-house and external training for professional development
* Work with brilliant people from 10+ nationalities who love what they do
* Camaraderie & team spirit – we have a stocked kitchen, Friday beers, and regular office parties

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