Wazoku
Customer Experience Representative
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Customer Experience Representative (UK)
Location: Remote (Anywhere in UK)
Employment Type: Part-time
Working Hours: Monday – Friday, 9am to 3pm. 0.75 FTE
Salary: £30K - £32K depending on experience
About Wazoku
Will you help to provide clean water to schools in Mexico? To find a better solution to protect astronauts? To invent the next multi-billion market breakthrough? At Wazoku, that’s exactly what we achieve as we; change the world, one idea at a time.
We do this through our enterprise innovation platform that helps organisations to find that one person who has that one idea wherever they are to solve their smallest to biggest problems to generate solutions that truly change the world. We work with Global 2000 organisations from the likes of NASA to Nissan and GSK, helping them discover new products and services, continuous improvements, but also ways to sustain our planet.
Wouldn’t you want to be part of this? To be involved in a new breakthrough idea that helped change the world into a better place? If so – we would love to hear from you!
About the Role
We are looking for a UK based Customer Experience Representative to join our Customer Experience team. You will work as the first line of contact with our clients in the UK and globally.
This role is a great opportunity to develop a range of skills and you’ll be able to get stuck in from day one dealing directly with clients to answer questions about the product, sign-post to content and resolve technical issues with our Production Support team.
You will report to the Customer Experience Director and work with our Colombia-based Customer Experience Representative to resolve customer issues and queries.
This is a remote role and you must be UK based, but there may be occasions when you will be required to attend the office in London for specific events or meetings.
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About You
At Wazoku we’re looking for individuals who are not afraid of a challenge. Our teams have a work hard play hard attitude, which is reflected in our company culture, people and success. An ability to work collaboratively with the wider business is essential.
This role would suit someone with several years' experience in managing support tickets for a technical product. The ideal candidate would have the technical aptitude to understand complex scenarios and be willing to learn our product inside out. The working hours for this role are 9am – 3pm, which may suit those looking for a shorter working day.
Responsibilities
- Become an expert in all product offerings and have a thorough understanding of how to best use and apply our technology and services.
- Interpret, triage, manage and resolve customer questions, requests and issues.
- Maintain and update our customer support knowledge base.
- Clearly communicate with our customers.
- Problem solve and ensure all options are considered for the best outcome possible.
- Troubleshoot reported problems to identify issues that require technical intervention and prioritise accordingly for escalation to the Production Support team.
- Manage the daily priorities of the Production Support team.
- Ensure as much information is obtained from the customer as possible to support diagnosis of issues and create clear and concise Jira tickets with visible priority level.
- Ensure understanding of current account and commercial priorities and upcoming work that requires support to feed into triage process.
- Report back to account teams on progress with specific client issues and flag any causes for concern.
Requirements
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- Proof of Right to Work in the UK
- Excellent written and spoken English
- Several years of experience in a similar role, working in a customer service role ideally in a B2B environment for a technical product
- Broad commercial and business understanding and ability to prioritise accordingly
- Personable and client-centric approach
- Can understand technical requirements – or have a willingness to learn and understand technical aspects of software products
- Ability to communicate with Enterprise level clients and work as part of our internal team
- Positive can-do attitude with the ability to think through problems and arrive at pragmatic solutions
- Common sense, attention to detail and independent thinker
- Basic knowledge of different hardware, software and browsers including Windows and Mac operating systems, Edge, Chrome and Safari browsers, iOS and Android phones
- Comfortable in a fast paced and changing environment
Nice to have
- Background in working in the innovation sector
- Degree level education
- Experience working with HubSpot Service Desk
- Experience using Jira
Benefits
Although we work hard, we also recognise the importance of maintaining a proper integration of work/life priorities and providing a culture that encourages creativity and productivity. Our benefits include:
- 25 days holiday per year (plus one additional day per year worked after 2 years)
- Remote first contract
- Company Pension scheme (we match 5%)
- £30 per month with ThanksBen (this is for you to do anything to look after yourself)
- Birthday Day Off
- Paid Sick Leave
- Cycle to work scheme
- Enhanced maternity, paternity and adoption policies
- Ability to work remotely throughout the year
- December one week shut down over the holiday period
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