Due to expansion and demand we are looking for a team of 6 people to join our global client in Ashford. The successful candidate will be responsible for providing first level customer support for a large and varied client base. This will range from basic technical questions, ensuring that they are logged and diagnosed correctly resolving at first point of contact or escalating to the technical support teams if required, through to wider client support queries surrounding delivery, billing and reporting. The successful candidate is also expected to identify services that our client may benefit from and actively up sell these. They will deliver an unparalleled level of customer service at all times.

Essential Duties and Responsibilities
• Logging support cases on a support database
• Resolving customer queries on products/solutions and referring to the Technical Support team as required
• Supporting the business by ensuring excellent customer service internally and externally.
• Accurately updating and maintaining internal records and systems
• General administrative tasks as appropriate
• Up selling additional services
• Ensuring that all complaints are recorded correctly, helping to deliver excellent service and ensure all concerns are addressed within SLA
• Focusing on excellence of service delivery at all times for all clients, ensuring that key clients are retained as well as striving for new business
• First point of contact for all customers for product/solution support

Knowledge and Experience
• Proven track record of working in teams that achieve challenging targets
• Excellent customer service skills in order to demonstrate a “Client First” mantra to the team

Skills and Abilities
• Able to motivate and inspire others by leading by example
• Time Management/Planning & Organisation skills
• Excellent communication skills
• Knowledge of complaint resolution and conflict management
• Ability to work logically, being accurate and thorough, paying attention to detail
• Able to work effectively both as part of a team or as an individual
• Self-motivated and reliable
• Ability to be objective and think outside and inside the box
• Willing to be responsible, take ownership and use own initiative
• Not afraid of suggesting change
• Ability to multi-task, particularly under pressure, often to tight deadlines and within SLA
• Ability to establish time requirements and set customer expectations accordingly
• Proficient in Microsoft range of solutions (essential)
• GCSE level qualification passes to include English and Mathematics (essential)

Hours of Work
This is a 7 day a week operation and a rota is in place to cover core hours Monday to Sunday.
One Saturday and/or Sunday will need to be worked every 3 weeks.




Church International Ltd (CIL) acts as an employment business for temporary positions and an employment agency for permanent positions. CIL is a committed equal opportunities employer. If you do not hear from us within 7 days then unfortunately your application has been unsuccessful on this occasion, however we may retain your details on our database for future opportunities. Candidate’s CVs will not be forwarded onto third parties without their consent.

Applicants must be eligible to live and work in the specified location.