Customer Support Specialist

Maintain a strong focus on service quality, responsiveness, and resolution ownership, managing workloads effectively while meeting agreed service levels and quality standards. Accurately document customer interactions and contribute to the identification of recurring issues, process improvements, and opportunities to enhance the customer experience.

Collaborate closely with colleagues and specialist teams across the wider support function to resolve issues efficiently, share knowledge, and deliver a seamless and positive experience for customers and their employees.

Responsibilities 🤘

• Deliver high-quality first-line support to customer stakeholders, acting as the primary point of contact for benefit, platform, and service-related queries across multiple channels.
• Build trusted relationships with customer stakeholders by providing engaging, empathetic, and personalised support, using creativity, professionalism, and strong communication skills to deliver exceptional service experiences.
• Resolve customer requests at the first point of contact wherever possible, using available knowledge resources, system access, and administrative permissions to provide timely, accurate, and effective solutions.
• Investigate, diagnose, and triage customer-reported issues, gathering the necessary information and ensuring seamless hand-off to the appropriate specialist, technical, or operational teams when escalation is required.
• Provide clear, proactive, and professional communication, managing stakeholder expectations and ensuring customers remain informed throughout the resolution process.
• Develop and maintain a strong understanding of Benifex products, services, platform functionality, policies, and customer configurations to provide accurate guidance and maximise first-contact resolution.
• Identify recurring customer issues, knowledge gaps, process inefficiencies, and product improvement opportunities, raising insights and recommendations to senior team members and managers.
• Contribute to the maintenance and continual improvement of knowledge resources, helping to ensure information remains accurate, accessible, and aligned to customer needs.
• Work collaboratively with Senior Customer Support Specialists, Specialist Support teams, Support Engineering, and other internal functions to ensure timely issue resolution and a seamless customer experience.

What are we looking for? 🔎

• Experience delivering high-quality support within a customer service, account management, or stakeholder-facing environment, with the ability to build trusted relationships, manage expectations, and provide engaging, empathetic, and personalised support to customers, business stakeholders, or end users.
• Proven ability to communicate confidently and professionally with customer stakeholders at varying levels of seniority, adapting communication style to suit the audience and situation.
• Demonstrated ability to handle a high volume of enquiries while maintaining accuracy, professionalism, attention to detail, and a customer-focused approach.
• Strong problem-solving and diagnostic skills, with the ability to investigate issues, identify root causes, determine appropriate resolutions, and recognise when escalation is required.
• Experience using knowledge bases, operating procedures, and system documentation to resolve queries efficiently and consistently.
• Proven ability to manage multiple tasks and priorities while maintaining service levels and quality standards.
• Excellent verbal and written communication skills, with the ability to explain information clearly, provide reassurance, and adapt communication style to meet the needs of different audiences.
• Adaptable and resilient, with the ability to remain calm and effective during periods of high demand and changing priorities.
• Experience supporting benefits, HR services, payroll enquiries, or employee-facing technology platforms is desirable but not essential.

Our interview process

• ✌ Benifex understands the need to have a fast and efficient process, the below will all be completed in the shortest time possible.
• 📞 Initial call with the Talent team
• ⏳ Interview with the hiring manager and a member of the team
• 🤩 Final interview with the Director.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We are committed to creating a diverse and inclusive workplace where everyone feels welcome and respected. We believe that diversity and inclusion are essential to our success, and we are proud to be an equal opportunity employer.

We are a proud member of the Disability Confident employer scheme.

If you require any reasonable adjustments at any stage during the recruitment process, please let us know with your application.