Customer Support Agent

Main purpose of the job:
This job description is not intended to be an exhaustive list of your responsibilities. We reserve the right to require you to undertake such other tasks or duties, as may be appropriate to your status, experience and capability. We reserve the right to transfer an employee from one job to another and from one department to another, subject to capability, in order to benefit the efficient operation of the business. 

Main tasks of the job:

• Maintaining a positive, empathetic and professional attitude toward customers at all times
• Communicating with customers through various channels; telephone, email, web-chat, etc.
• Responding promptly to customer queries ranging from, but not limited to:
  • Product returns
  • Amended and cancelled orders
  • Lost and missing products.
  • Warranty
  • Invoice and Payments
  • Sales enquiries
  • Technical product support
  • Damaged and faulty parts
  • Product compatibility
• Ensuring customer data is processed in accordance with data protection and is GDPR compliant.
• Managing PayPal disputes and resolutions, liaising with the finance team as required.
• Ensuring internal notes and customer communications are accurately captured and maintained in Zendesk
• Liaising with Engineering to find resolution to complex technical queries.
• Collaboratively supporting in the creation and maintenance of departmental SOPs.
• Maintaining professional internal and external relationships that meet core values.
• Following all Health and safety instructions, given both verbally, and set out within the company health and safety policy. Always seek instruction on using unfamiliar machines and use all appropriate PPE.
• You are responsible for your own safety, and the health and safety of others around you. If you need extra training, you must make your line manager aware, and never conduct work in an unsafe manner.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

Experience

• 2 years experience working in a customer service or support environment required.
• Understanding of 3D Printing or Technical Experience is desired.

Knowledge/Skills

• Able to embrace change whilst adopting a positive attitude.
• Experience of working in a target driven environment centered on customer delivery
• Understanding of Microsoft office applications
• Able to interpret and respond clearly and effectively to customer requests
• Understanding of customer administration processes and policies.

Please note: Only candidates with the relevant skills and experience will be contacted regarding this position. If you do not hear back from us within 5 days you have unfortunately been unsuccessful in your application for this position, however we may contact you in the future to discuss other opportunities.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.