Product Customer Service Assistant

We are looking for an exceptional Product Customer Service Assistant to join our team.

The CFH Product Customer Support team are evolving in line with our business strategy to support existing and future product developments.

The individual will be working within the Product Customer Support Team, managing telephone calls and emails to ensure our customers get the help they need when using CFH’s products.

Role Responsibilities;

• Answer inbound calls, emails and tickets.
  
• Supporting customer queries relating to Docmail, our market leading hybrid mail service, together with Docbox and Docpost, our document delivery platforms.
  
• Guide clients when using our new web-to-print shops through placing and managing their online orders
  
• Initiate outbound calls to improve customer experience and provide feedback.
  
• Investigate and resolve customers' problems, escalating to the 2nd line support role and team manager when needed.
  
• Full training will be provided on CFH’s products and services.
  

Key Responsibilities

• Action, record and maintain all activities using Atlassian toolset (JIRA Software, Service Desk and Confluence)
  
• Use and maintain a Knowledge Base for internal and external use.
  
• To ensure all CFH customers are helped, supported and treated with the highest level of customer service at all times.
  
• Responding to customer queries within an agreed time scale. (SLA)
  
• Work with our production, IT and Product Managers to ensure SLA’s are achieved.
  
• Provide support for CFH’s Business Development Team, Customer Relationship Managers and Account Managers
  
• Responsible for building and maintaining strong relationships with our clients. You will be the main point of contact, understanding their needs and objectives, and ensuring their ongoing satisfaction when using our services.
  
• Provide regular reports and updates to clients and internal stakeholders
  

Requirements

• Previous customer service experience is desired
  
• Business Studies or Customer Service qualification desirable
  
• A robust customer focused individual with excellent communication skills, positive attitude and team player
  
• Have confidence, patience, politeness, tact and diplomacy when dealing with difficult situations
  
• High level of computer literacy including Microsoft Word, Excel and Outlook
  
• Experience using the Atlassian toolset (JIRA software, Service Desk and Confluence) would be an advantage but not essential
  

Benefits