Customer Support Specialist
Please note - this role is a full-time position, for a 12-month fixed term contract.
Be a champion of customers’ voices
Does this sound like you?
You’re looking for a highly visible role where your self-motivation and ownership skills will shine. You’re looking for the next step in your career and want to grow into a company with a truly impactful product.
You’re highly empathetic to customers and are motivated to give them the best possible experience with you. You’re also passionate about championing their voice across the business. You’re a natural problem solver and consider both impacts and outcomes to find the best solution to the issue. You find it easy to develop relationships and build connections with other teams and utilise these networks to share patterns in recurring customer issues.
To be successful you’ll have:
- Experience in a customer-facing B2B or B2C role.
- The ability to adjust the tone and style of your communication, picking up on our brand tone of voice.
- An analytical mindset, with evidence of using data to provide reports and insight to customers.
- Great organisational and administrative skills alongside self-motivation in order to effectively manage your time between roles.
- Experience working in a target-oriented environment and the ambition to achieve your goals.
- The ability to adapt to process changes, changing priorities and customer needs, proactively seeking out improvements.
- Critical thinking skills to observe and spot patterns as well as the confidence to report key errors to the relevant teams to enhance the platform.
- Resilience to tackle challenging situations and on occasions, very high volumes of traffic.
- A confident, consultative approach when speaking to customers and a variety of key stakeholders to create feedback loops and influence customer decisions.
- Technical proficiency in Excel and Google Sheets and the ability to adopt new tools.
What you’ll be doing (in a nutshell)
As a Customer Support Specialist, you will be responsible for providing exceptional day-to-day support across both the front-line customer queues and to our business customers, across their entire journey with us. Your time will be split between the two work streams.
You’ll ensure that all customers receive the best value from our products by driving engagement, as well as championing customers’ voices within Perkbox.
Part of your role will entail being the first line of support for customers who may be HR professionals, Directors & senior decision makers as well as users of the Perkbox platform.
Day to day you can expect to:
- Have a 50% split between Customer Happiness (B2C) and Business Customer Support (B2B) Although this % split could vary during business-critical times (Seasonal sales, product launches etc)
- Work to create a world class experience for our customers
- Respond to customer queries through email, live chat and social media.
- Bring customers on our journey through the delivery of successful reactive and proactive engagement where appropriate.
- Influence customers by providing guidance, support and reporting, using your Perkbox knowledge to demonstrate the ROI.
- Manage customer issues and queries in a timely and professional manner.
- Be a reliable point of contact and brand ambassador for Perkbox and its products in order to provide business user and administrative support
Why Perkbox Vivup?
In an exciting stride forward for both organisations, employee benefits experts Perkbox and Vivup have joined forces to create a world-class benefits, wellbeing, and engagement platform.
With over two decades of combined experience, our goal is to enable more organisations to better support and engage their employees — something which has become essential in the wake of a global pandemic and a hard-hitting cost-of-living crisis.
From enhancing access to specialist mental health services to helping staff manage the cost of everyday essentials, our combined strengths and best-in-class solutions will create a super partnership that supports employees in all areas of life, at every stage of their career, both in and out of the workplace.
As a combined entity, we can assist more employees than ever before to live and work better through our combined expertise in the public, private, SME, and corporate sectors. Today, we collectively support more than 4 million employees across 7,500 organisations through an enhanced range of benefits and engagement solutions. Our vision is to create healthy, happy and engaged workforces by reinventing employee benefits. Together, we’re positioned to revolutionise the employee benefits landscape, driving innovation, setting new standards, and shaping the future with transformative solutions that redefine wellbeing.
- Department
- Revenue
- Locations
- Australia
- Remote status
- Hybrid Remote
Australia
Our People, Our Culture
Vivup truly is a great place to work - and we’ve got the stories to prove it!
Since the internal launch of Highfive, our Reward and Recognition application, we send each other an average of 342 Highfives each month, to thank our colleagues and acknowledge their achievements.
“Congrats on your first year work anniversary, feels like you've been part of the team for years 😁👍”
“Thanks for sharing your awesome knowledge today, incredible cross-team working!!
“Brilliant energy in the induction meeting for new starters this morning. Thanks for the laughs too!”
We have grown to over 90 employees and our values have grown with us. We know that the Vivup passion comes from our people, which is why we invest in training and wellbeing to ensure we remain a top employer.
Have a look at why we have become an Investors in People
We did it! Vivup has achieved Investors in People accreditation! - Vivup (vivupbenefits.co.uk)
You may also have time to listen to a webinar with Simon, our CEO on why having an engaged workforce is key
The real cost of not having an engaged workforce - Investors in People
About Perkbox Vivup
For over 15 years, Vivup have made over a million employees in the public and private sectors feel more valued, supported and rewarded at work with our world-leading health and wellbeing benefits. From helping employees save money on the things that matter to providing expert mental health support to tackle life’s ups and downs, we provide worthwhile benefits that make staff happier and healthier - both in and out of the workplace
Customer Support Specialist
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