Job Description
As Customer Support Advisor, you will provide top-notch customer service across multiple communication channels, including live chat and telephone calls. Addressing inquiries and resolving issues quickly you’ll need to bring outstanding decision making skills to ensure that every guest has a memorable experience. You’ll also handle technical queries from our customers and partners so some knowledge of technology would be an advantage.Additionally, you will play a crucial role in sharing feedback across the business to help improve our product and service.Our solution is utilised in various venues, so adaptability and professional representation of different brands are essential.The hours for this role will be 3pm - 11pm (uk time).Why join Purple?Our values are at the heart of what we do and we’re all about getting the job done whilst having fun with no BS and no politics. We’re all about development, and embedded within the business is the value of know your stuff, keep learning, which means we support our people to continuously develop their knowledge and skills. You really won’t regret taking the next step in your career by helping turn the world Purple!RequirementsWhat you will doAddress customer queries promptly via phone, email, chat, or in-person; managing multiple customer interactions simultaneously whilst maintaining a high standard of service and providing accurate and comprehensive information regarding products or services, troubleshooting issues and processing refunds.Manage and resolve customer complaints in a professional and effective manner; escalating appropriately to ensure timely resolution.Maintain an in-depth knowledge of the products or services of both Purple and our partners to provide informed assistance and promote their benefits.Record full details of customer interactions, transactions, and complaints. Accurately categorising issues raised.Provide basic technical support for products or services as needed.Identify opportunities to enhance customer experience and provide proactive advice or solutions.Gather customer feedback and insights to help improve products, services, and overall customer experience.Work closely with other departments, such as Sales, Marketing, and Technology, to ensure customer needs are met and issues are resolved efficiently.Participate in training sessions to improve product knowledge, customer service skills, and compliance with company policies.Follow all company policies and procedures, as well as legal regulations relevant to the role.Who you areWe are looking for someone who can:Articulate information clearly and effectively over the phone and in writing.Understand issues raised by end users in a variety of industries.Provide thoughtful, patient support; handling and resolving issues calmly and efficiently.Deliver a proactive approach to identifying needs and setting expectations.Think quickly and analytically; making decisions based on the information available in real-time, thinking creatively to resolve issues.Learn quickly with an interest in technology, experience of CRM systems would be an advantage.Manage time effectively, prioritising tasks appropriately whilst handling multiple inquiries and issues simultaneously.Be flexible and willing to adapt to changes.Understand technical information and be able to relay that to end users confidently.The ability to speak, write and understand German fluently is desirable but not mandatory.1st or 2nd line support experience would also be an advantage.Our valuesMake it happen - We own things and get them done whatever it takes.Playful and positive - Life’s too short to take things too seriously, we like to have fun while we’re working and we love positivity - and yes the glass is half full.We’re in it together - We all have our day jobs to do, our KPIs to hit and projects to complete but we’re always available to help for the greater good of the business.No bullsh*t, no politics - Seriously! We want to enjoy coming to work and that stuff doesn’t make it pleasant.Know your stuff, keep learning - We value people who have the knowledge and have a thirst for it, lots of it.No drama - Things don’t always go right as much as we try, having a hissy fit over it won’t help the situation and you won’t find that here.With great data comes great responsibility - Personal data is a big thing, particularly when you are the custodian of a lot of it, we take that very seriously.Bring your best self to workAt Purple, we are committed to fostering a diverse and inclusive workplace. We value the unique perspectives and experiences that each individual brings, and we believe that diversity enriches our team and drives innovation. We encourage applications from candidates of all backgrounds, regardless of race, gender, sexual orientation, religion, disability, or any other characteristic. We understand that everyone's journey is different, and we are open to conversations about flexible working arrangements that can accommodate your needs. We embrace a culture of learning and growth, where you don't need to tick every box on the job description to apply. If you're excited about the opportunity to contribute to our mission, we encourage you to submit your application. Join us in shaping a workplace that celebrates diversity and empowers all voices.BenefitsSalary: £22,500-£25,000Remote first business - work from home (with regular opportunities to get together face to face)Flexible working & a great company culture - bring your best self to workEmphasis on learning and development - progress your career23 days holiday (plus bank holidays) with 1 more day each year - and the option to buy extra days4 volunteering days each year - give something back to the communityCompany bonus - 5% of salaryPrivate Healthcare & Long Term Incentive Plan after 12 months’ servicePurple
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