Accepting applications until: 

Job Description

We are Global

We're proud to be one of the world's leading media and entertainment groups. Whether it be on-air, via global player or through our outdoor advertising, we entertain and reach over 50 million individuals across the UK every week. Across our entire business, we're committed to making more moments that matter for our audiences, customers and for each other. And every moment matters...the small, the big and everything in between. We couldn't do any of it without our talented, passionate Globallers. Everything we do is driven by our culture and the talented people who make it happen. Here at Global, we have a saying...it's all about how you make people feel. It's our company ethos, our guiding belief and it's so much more than words. It's the vibe you get when you walk into one of our offices, it's what keeps us honest and true to who we are, and above all, it's the reason we all love to work here.

Description
Customer Support Agent

Reporting of the Role
This role reports to the Customer Support Manager
 

Overview of job
A Hybrid working pattern 3 days office, 2 home, Monday to Friday (with very occasional weekends & Bank Holidays) located in our Holborn office, working with the UK's best loved Radio Brands including Heart, Capital, Smooth, Classic FM and more. 

Our ambition for customers (internal and external) is to ensure every interaction with Global is a positive experience. As a Customer Support Agent, you will typically be the first person our customers speak with, so you have a great responsibility of providing callers with a positive experience. Our app, Global Player, is a key product. You will provide first line support to users, and you will also take Switchboard calls, transferring business callers within the entire Global business. 

As part of the Global Customer Support Team, you will be working with people across the Global Media Group, so if you consider yourself to be a total people-person, love helping others, have lots of experience and want a career in a fast-paced, exciting media company, then apply today.

3 best things about the job

• There is variety in every day and every customer interaction! 

• Working across the entire business. 

• Making everyone's day brighter! 

Measures of success

In the first few months, you would have

• Achieved customer satisfaction scores of up to 85% 

• Quality monitoring standards achieved for email, phone calls, and social media. 

• Responding to customer enquiries at volume. 

• Taken an active part in team activities and sharing information. 

Responsibilities of the role

• Handle customer enquiries by phone, email, web chat and social media. 

• Provide first line support to our Global Player (App and Web) users. 

• Resolve enquiries first time. 

• Handle enquiries, complex enquiries and complaints. 

• Passionate about customer satisfaction. 

• Case management - Manage customer enquiries to resolution, taking ownership for the solution. 

• Enter customer information into our systems 

• Identify trends and intensify priority issues 

• Conduct other administrative tasks as requested 

• Be an active part of the Customer Support Team 

What you will need
The ideal candidate will be proactive and willing to develop and implement innovative solutions, capable of the following:

• Previous experience as a customer service or customer relations agent, is important. You will have experience of working in a contact centre environment or a small customer service team previously. 

• Experience in handling complex customer enquiries and complaints. 

• Experience in troubleshooting first line technical or user issues on devices, products or software applications. 

• Experience in responding to customers by email, telephone, web chat and social media. 

• Excellent communication skills - your written skills are as good as your conversation! 

• Superb customer service skills 

• Able to respond quickly and provide effective customer service in a fast-paced environment 

• Strong problem-solving skill