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Renaissance Global, are recruiting for a new exciting vacancy in our Customer Service team!
Reporting to the Customer Support Manager, you will be responsible for providing excellent levels of customer service whilst upholding the values of the Company.
Company Description
Renaissance® is a leading provider of assessment technology to primary and secondary schools. Renaissance products promote success amongst students of all ages and abilities through personalised assessment and practice in reading and maths.
Our software helps to enhance literacy and numeracy skills, support differentiated instruction, and personalise learning to optimise student development. Immediate feedback and detailed reporting equip teachers with the information needed to monitor progress and measure growth. In the UK and Ireland, almost 6,000 schools and more than 1.4 million students use Renaissance products. Worldwide, we support over 18 million students, operating in 96 countries.
We are looking for a Customer Support Representative to support our lively team. This role will work within a small department and focus on servicing and supporting our customers by answering queries and solving technical issues.
Job Responsibilities
- Respond to customer inquiries by telephone, chat, and email.
- To provide customers with guidance, assistance, and exceptional service and support at all times across a number of different methods.
- To work cross functionally with other teams to escalate and resolve issues where needed.
- Manage and coordinate customer upgrade workflows through platform migration
- Provide product walk throughs, resolve routine problems and communicate solutions or requested customer information. Follow up as necessary.
- Comprehensive knowledge of all product and service offerings.
- Analyse customer needs and refer to other service or technical departments as needed.
- Understanding of department systems and processes.
Skills Required
- Ability to deliver product walk-throughs with clarity and professionalism as required
- Create and maintain comprehensive project documentation using CRM.
- Maintain extensive rostering knowledge across all products and service offerings, including SIS systems, along with strong technical aptitude
- Ensure adherence to GDPR standards and to company Data Protection standards at all times
- Exhibit a high level of diplomacy, tact, and service to facilitate cooperation and good will to delight internal and external customers
- Take ownership of any customer complaints and take necessary steps to prevent reoccurrence
- Promote teamwork and foster an exemplary work environment
This is role is based in our Swindon office on hybrid basis. We offer a salary of £24,000 per annum.
