Work In Tech

The primary role of the Customer Success Advisor is to be the first point of contact with our customers, responding to and resolving queries in a timely, efficient and friendly way. They will use Intercom and Zoom as the primary methods of communication and will liaise closely with one another to ensure smooth handovers. The Customer Success team aims to deliver first-class customer support to ensure our customers are educated about and successful with the products.

In This Role You Will:

• Familiar with the products of Discovery Education
• To answer and resolve customer enquiries (parents and teachers) via Intercom as live web chat, via email or over the phone and demonstrate ownership of the problem
• Resolve customer queries the first time they are raised wherever possible
• Liaise with other departments to ensure resolution
• Understand our customer feedback and use the feedback to highlight weaknesses and improve where possible. Collaborate with the CSA team to share information and pass feedback/patterns to the broader team
• Take ownership of complaints and ensure the complaint is resolved promptly
• Suggest and write support articles for our Help Centre where needed
• Work with the team to ensure our processes are efficient
• Respond to the app store, Trust Pilot and social media reviews

Core Competencies for Success:

• Product Knowledge
  • An understanding of Discovery Education products and services is advantageous
  • Ability to quickly learn and adapt to new features and updates
• Customer Support Expertise
  • Proficiency in using customer support tools like Intercom and Zoom
  • Ability to manage and resolve complaints effectively
• Communication Skills
  • Strong written and verbal communication skills
  • Ability to convey complex information clearly and concisely to a diverse customer base
• Problem-Solving Abilities
  • Aptitude for resolving customer queries on the first contact
  • Ability to identify patterns in customer feedback and use them to suggest improvements
• Collaboration and Teamwork
  • Ability to work closely with other departments to ensure smooth handovers and resolution of customer issues
  • Willingness to share knowledge and collaborate with team members to improve processes
• Technical Proficiency
  • Familiarity with managing the app store, Trust Pilot, and social media reviews
  • Ability to suggest and create support articles for the Help Centre
• Time Management
  • Strong organizational skills to manage multiple customer inquiries and ensure timely resolution
  • Ability to prioritize tasks effectively to maintain efficiency
• Customer-Centric Mindset:
  • A genuine passion for helping customers and ensuring their success with the product
  • Empathy and patience when dealing with customer inquiries and complaints
• Continuous Improvement
  • A proactive approach to identifying areas for improvement in customer service processes
  • Openness to feedback and a commitment to personal and professional development
• Resilience
  • Ability to remain calm and professional in high-pressure situations
  • Persistence in resolving complex customer issues to ensure satisfaction
• Adaptability
  • Willingness to adapt to new tools, processes, and customer needs as they evolve
  • Flexibility in handling diverse customer requests and inquiries
• Attention to Detail
  • Strong focus on accuracy and thoroughness in all customer interactions and documentation
  • Ability to identify subtle details in customer feedback that could indicate larger issues
    

Credentials and Experience:

• Experience in handling customer inquiries through live chat, email, and phone
• Legal right to work in the United Kingdom

This is a part-time role that will sit in our Bath office with a hybrid work schedule.