US Customer Service Advisor

Exceptional customer service underpins everything that Epos Now stands for. We exist with the sole purpose to add value to the lives and businesses of our customers. We want to ensure that when our customer needs us we are there, when our customers make contact with us we get it right the first time and that every interaction we have is an opportunity to improve our customer's business.

You will be responsible for dealing with telephone, chat and web ticket customer contact after our customers have been onboarded. You will be handling customer queries across all omni channels and will work to resolve any queries to ensure that we never give our customers a reason to leave us as well as ensuring you develop your pipeline and achieve your revenue targets.

Accountabilities

• Take full ownership of any customer contact ensuring the most effective outcome possible and delivery of excellent customer service
• Deliver against defined KPIs in key areas; Quality, Productivity & Revenue
• Develop meaningful customer relationships to support customer business growth through maximising the value of Epos Now system
• Identify customer needs and fulfil these with Epos Now solutions, as appropriate
• Effectively utilise the CRM to optimise customer experience
• Accurately record all information in CRM in a timely way 
• Escalate relevant technical and complaint cases using correct procedures as and when required
• Take ownership of any customer issues and utilise the most relevant resources to deliver timely and effective resolution
• Follow all relevant processes and procedures and proactively give feedback to improve processes or systems where identified
• Prioritise own development and continually look for opportunities to self-develop
• Provide support and guidance for colleagues wherever possible, without compromising your own performance
• To adhere to all policies and processes
• To deliver any other accountabilities as required by the organisation

Person Profile:

The right person for this role will be:

• Confident, outgoing and proactive 
• Has a desire to succeed and has a demonstrable track record of self development either in previous roles or personal life
• Positive approach, flexible and comfortable in a fast-paced, customer focused environment
• Experienced in providing exceptional customer service
• Resilient, with the ability to effectively manage unhappy customers or complex issues 
• An excellent communicator/relationship-builder both internally with colleagues and externally with customers
• Able to effectively and clearly communicate across all mediums
• Well-organised, attention to detail and have the ability to prioritise tasks quickly and effectively
• Keen ability to identify customer requirements through health check and needs analysis conversations 
• Able to articulate technology based information to customers in an understandable and accessible manner
• Proficient with both remote and face-to-face customer support

 Benefits worth getting excited about:

• Earn more with an uncapped commission scheme.
• Progression & increased basic salary through revenue targets.
• Company bonus scheme.
• Total of 25 days holiday; 19 days plus 6 federal holidays.
• Health insurance.
• Exclusive retail, restaurants, travel and accommodation discounts.
• 24/7 access to health / well-being online centre.

Check out Trustpilot ('excellent') online for independent reviews and an insight into our products and services, Glassdoor (4.6) for reviews on us as an employer and our Instagram and YouTube page for an insight into our culture.