Optimise Outsourcing is looking for an enthusiastic and dedicated Customer Service Representative to join our dynamic team. The successful candidate will be employed by Optimise Outsourcing and seconded to one of our prominent clients, specialising in technical customer engagement and product support.

Role Overview:

As a Customer Service Representative, you will be instrumental in delivering exceptional customer experiences, promoting customer satisfaction, and supporting the adoption and utilisation of our client’s software and services. You will manage customer interactions through onboarding sessions, product training, technical support, and relationship building to drive customer retention and identify growth opportunities.

• Manage incoming calls, emails, and inquiries promptly and effectively.
• Foster strong, lasting relationships with customers, ensuring consistent customer satisfaction.
• Handle escalations and complaints professionally, ensuring resolution and customer retention.
• Guide new customers through software onboarding, setting clear milestones for success and ensuring immediate value.
• Become an expert user and advocate of the software, providing knowledgeable guidance internally and externally.
• Offer technical support and training via virtual meetings, phone calls, or face-to-face interactions.
• Identify knowledge gaps or opportunities for enhanced software utilisation and proactively address them.
• Educate customers on new features, clearly communicating their value and benefits.
• Identify and communicate opportunities to expand customer usage and deepen engagement with the product.
• Collect and relay customer feedback and feature requests to inform future product development.
• Conduct customer satisfaction (CSAT) and Net Promoter Score (NPS) surveys and drive improvements based on results.

• Strong customer-centric approach with excellent relationship-building capabilities.
• Exceptional problem-solving abilities and innovative thinking.
• Outstanding communication skills, comfortable interacting at all organisational levels.
• Patient, empathetic listener with a genuine understanding of customer needs.
• Analytical mindset with methodical and organised working practices, capable of managing deadlines and high-pressure situations.
• Quick learner, adept at mastering new software tools and technologies.

If you are passionate about customer service, have a keen eye for detail, and thrive in an environment dedicated to excellence and continuous improvement, we invite you to apply using the link below.

https://app.testgorilla.com/s/9ie3qy3e