Job Description
Customer Service Advisor
Manchester Office (2 days home / 3 days in office)
At SafetyCulture, we unlock the potential of the working world . As the operational heartbeat of working teams, our mobile-first operations platform supports customers to perform checks, train staff, report issues, automate tasks and communicate fluidly.
Our mission – and your opportunity — is to help solve the challenges faced in an increasingly dispersed workforce.
We are ambitious, with a goal to have 100 million workers using our products every day. To do this we’re investing in our resources and products to help create better working environments for all. . We’re growing fast and on the lookout for talented, self-motivated individuals who value collaboration, growth and learning.
It’s all about the customer experience! As a Support Analyst, you are the first contact for our customers when they need help. Quick and efficient is the name of the game. Empathy is a must and friendly service is held to the highest standard.
Your quest is to provide excellent support while collaborating with our global teams to ensure our customer’s journey is amazing. Our Support Analysts will embody our #thinkcustomer value and use our incredible people skills and technical expertise to deliver an exceptional customer experience.
What you’ll be doing
- Responding to customer queries in chat, phone, email and other channels quickly and efficiently
- Champion the customer by becoming their voice with our product teams
- Exude empathy in all customer interactions (and internal interactions too!)
- Prioritise quality and customer satisfaction in every interaction
- Accurately follow processes when it comes to managing, troubleshooting and escalating cases
- Communicate openly and honestly with global teams both in support and other departments
- Ability to demonstrate SafetyCulture values (Think Customer, Open Honest Always, Better as a Team, Be Bold Bring Action)
What you’ll need
- A passion for delivering a great customer experience
- An active listener who understands customer pain points and takes action
- The ability to look for big ideas that can create value for customers
- Attention to detail to determine the source of a problem and find an effective solution
Nice to have
- The ability to interact with teams at SafetyCulture in varying levels of technical and non-technical conversations
- An understanding of SaaS ideally gained in a commercial environment
- Familiarity with CRM tools such as Kustomer and Salesforce
- Fluent in a second language
We Care About People
At SafetyCulture, we care about people and growing the team, through:
- Equity with high growth potential, and a competitive salary
- Flexible working arrangements, we encourage you to create the best work blend while working from your home and the local SafetyCulture office;
- Access to professional and personal training and development opportunities;
- Hackathons, Workshops, Lunch & Learns;
- We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies.
You’ll also receive other perks such as:
- In-house Culinary Crew serving up daily breakfast, lunch and snacks
- Barista coffee machine, craft beer on tap, boutique wines and a range of non-alcoholic beverages
- Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy
- Quarterly celebrations and team events, including the annual Shiplt global offsite
- Table tennis, board games, books library, and pet-friendly offices.
Job Types: Full-time, Permanent
Salary: £23,000.00-£27,000.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Casual dress
- Company events
- Discounted or free food
- Enhanced maternity leave
- Free fitness classes
- Gym membership
- Work from home
Flexible Language Requirement:
Schedule:
- Day shift
- Monday to Friday
- No weekends
Work Location: Hybrid remote in Manchester