Employee Support Specialist

Job description

Overview We’re a fast paced international company looking for friendly and hardworking people to join our brand new employee support team based in Plovdiv. You will need fluent spoken and written English and have a genuine passion for providing great help and support to others. As part of the employee supportteam you’ll answer calls, respond to online enquiries and hold instant web chats with our client’s employees who use our employee engagement websites. You will deal with all sorts of queries, from registering a new employee to finding out the best way to save money when buying a new TV or holiday. Our websites are provided to our client’s employees as a staff benefit so this is not your typical customer service role, however, our clients do have high expectations, so you will need to have excellent customer service skills to succeed in this role. With clients in the UK, Ireland, Australia, New Zealand and the USA we’ll be open 24/7, so you’ll need to be happy working according to a shift rota which includes a mixture of day, night and weekend shifts on rotation. This is a full-time role working 40 hours a week. Please submit your CV in English to apply for this job. Why you’re here - if you only remember one thing - remember this! To dazzle and delight our client’s employees with fantastic service 100% of the time! What you’ll deliver: Outstanding help and support to our client’s employees across the globe; A warm and friendly telephone manner; Accurate and well-written answers to incoming queries; Fast resolution to queries and problems. How we’ll measure it: Team and manager feedback; Client and employee feedback; Individual contribution to team targets and workload; The quality of employee support calls and written answers. What you’re responsible for: Delighting employees with outstanding service; Providing clear, accurate and complete answers to online queries; Answering incoming calls with a friendly tone and clear speaking voice; Resolving employee queries by liaising with other Reward Gateway teams; Following data protection and security protocol; Keeping up to date with team and company announcements and requested actions; Completing online product knowledge courses and assessments; Sharing knowledge and experience with your team members to ensure best practice and consistency across the department; Testing and reporting offer issues or systems faults identified by employees; Reporting unusual trends in employee queries; Contributing to team meetings by raising issues or suggestions for service improvement; Contributing to the achievement of team targets and service levels; Doing a great job and taking pride in your work; Assisting the wider team with other tasks which contribute to the overall service that an employee using Reward Gateway receives. Work Experience: Proven success within a customer focused role; Experience of a fast paced culture where things change quickly; Experience working within a team to respond to shared list of emails an advantage; Customer service using instant chat and social media an advantage; Experience working in a company that has customers across different global locations. Technical knowledge and skills: 100% focus on delighting customers; Excellent written and spoken English; Clear speaking voice, friendly and fabulous telephone manner; Ability to listen and understand a variety of English accents; A positive, ‘can ­do’ attitude, hardworking and dedicated; Confident computer user including navigating websites and online software; Ability to type while talking and switch between tasks; Ability to retain knowledge; Numerate with the ability to work out and understand percentages; Flexible with the ability to work independently and as part of a team.