Customer Service Advisor

Reading/Hybrid 

The Opportunity

This role is within our Customer Support Team. They provide an award-winning standard of customer service delivery, providing support and advice to Ochresoft customers. Our customers are Conveyancing and Private Client Legal Professionals, and our Customer Service Advisors help them to get the best from our products and services.

You will be providing first-line support over the telephone and via our ticketing system. You will be responsible for capturing all the relevant information relating to our customers and their reason for contact to ensure they never have to repeat themselves and that we have everything we need to help them resolve their query.

We are the experts the experts rely on, and we’ll make you one too with full training on our systems, coaching and support from your manager, and colleagues who are always on hand to help you succeed.

About You

You will be confident with a professional telephone manner, first-rate communication skills and a passion for quality customer service and customer satisfaction.  You will also have/be:

• Good standard of education, preferably up to A Level or equivalent
• Previous frontline customer service experience from a fast-paced environment.
• Keyboard proficiency and strong PC skills including knowledge of basic Windows tools (especially MS Office) and Internet technologies – specifically email clients, web browsers and web-based search engines
• Knowledge of Zendesk and Salesforce would be an advantage.
• Strong technical translation skills. Able to accurately answer queries about complex issues in a way the customer can understand
• Good scheduling skills, with the ability to organise, prioritise, plan and follow-through on multiple concurrent tasks
• Ability to stay calm and professional when dealing with challenging customers.