Customer Service Representative in London (United Kingdom)

Where: London (United Kingdom)

Extent of Work: Full Time

Click here to apply in English

Requirements:

Hours can vary depending on shift, and our contact centre is operating 7 days a week up to 18 hours a day, were people work a standard 40 hour week.

Responsibilities:

  • Answer customer and employee calls, emails, community posts and livechats, using your personality and experience, not a script
  • Assisting customers with their technical and software related problems
  • Configuring and installing software over the phone at restaurant locations
  • Provide outstanding service
  • Know your limitations and when you should escalate or ask for advice
  • Own the progress of all problem queries, and keeping the customer informed
  • Accurately and efficiently log all contacts in our CRM (Salesforce)
  • Train restaurant staff, encouraging greater use of the OpenTable system, as well capturing and reporting customer feedback
  • DSL and network troubleshooting, including outbound and follow-up phone calls

Experience:

  • Excellent interpersonal skills, with a passion for customer and technical service
  • 2+ Years of professional troubleshooting experience
  • Proven technical ability in solving problems with both hardware and software
  • Ability to effectively prioritize workloads; time management a must
  • You are friendly, empathetic, and passionate about delivering amazing customer success
  • You are equally motivated to finding the best solution for a technical issue as you are about ensuring each customer feels special
  • Restaurant/ Hospitality experience (or even just being a “foodie”) is a plus
  • Working knowledge of current Microsoft Windows operating systems, as well Apple OS and iOS
  • Working knowledge of networking protocols (TCP/IP), networking infrastructure, switching and routing is a plus
  • Knowledge in SQL, mySQL/Postgres/relational databases, HTML, Win/iOS, Salesforce or JIRA would be beneficial
  • Experience with the use of support desk tools like Salesforce, Communities, live chat would be great
  • Technical degree(s) and/or certification(s) beneficial
  • Must be able to fluently speak, read, and write in English and Spanish
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