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Customer Support Executive (Payroll)

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Job Summary

KashFlow is a fast growing part of the IRIS Cloud division based in London, providing easy to use, web-based accounting software for small businesses.
We are recruiting a Customer Support Executive to join our busy team.

The main purpose of this role is to provide excellent support to our customers with queries relating to our numerous products. The successful candidate will need to be comfortable focussing on customer retention as well as consistently delivering an extremely high standard of support. The role is predominantly email based, strong written and verbal skills are essential. You will need to be a team player and self-motivated

 

Main Responsibilities

  • To provide an efficient and effective service to customers, understanding their needs and requirements, working to exceed these wherever possible

  • To demonstrate a positive, enthusiastic, committed and flexible attitude towards customers and other team members, recognising the importance and benefits of effective team working

  • Deliver customer service in line with ‘best practice’. Ensure compliance to relevant policies

  • To recognise and act upon all retention opportunities

  • To meet KPI’s set by the department manager as well as work with department SLA’s at all times

 

 

Key Relationships

  • KashFlow Customers

  • Customer Support Manager

  • Customer Support Team

  • Development team

 

Qualifications

  • GSCE grades of C or above in Math’s and English

  • Excellent Standard of Written and spoken English

  • Must be computer literate and have a good technical understanding

  • A basic understanding of bookkeeping and accounting

     

Experience

  • Experience of Payroll Customer Support

  • Excellent interpersonal and customer facing skills, able to empathise, maintain professionalism and display patience within a sometimes pressurised environment

  • A conscientious, flexible and ‘can do’ working style

  • Good written and oral communication skills. Ability to communicate with both customers and colleagues at all levels of seniority and liaise effectively with other internal departments

  • Confidence to deal with difficult situations and to know when appropriate to seek guidance from line manager

  • Proven drive and enthusiasm for delivering a very high level of customer service/satisfaction

  • Good team working skills and ability to work with minimal supervision

  • Proven desire to update product knowledge and skill set where required

  • A competent understanding of Customer Retention

 

Competencies

  • Excellent Communication Skills

  • Technical Competence

  • Team Player

  • Interpersonal Awareness

  • Commercial Acumen

 

 

Apply here

Closing date:
04 Sep 2015

Location:
London

Salary:
On Application

Reference No.:
KF1121

Position type:
Permanent

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