You will be one of the first point of contacts for their customers via a direct customer support phone number. Some calls will need to be forwarded to the correct team member or department - this will require a good understanding of the business and the needs of the client. Some of the customer support calls are simple “How do I use the CMS to…” or “How do I find this information in Google Analytics” questions which you will deal with directly.
Your role will involve work with their proprietary Content Management System and WordPress to action website editing requests received from clients as well as to load content onto new websites as part of new website build projects. Some support requests arrive via email into an automated case-tracking system which you will be monitoring.
About You
The right candidate for this role will be self-motivated and client-focused. You will be passionate about helping clients and have a desire to deliver a first-class customer service. You should be able to demonstrate:
- That you are happy with significant telephone interaction with clients
- An ability to build relationships with clients both over the phone and by email.
- You know how to multi-task and self-manage along with being able to prioritise your workload.
Main Responsibilities
- Answering the customer service phone line
- CMS help over the phone
- Support Cases updating websites
- Photo editing Cases
- Creating site copies
- Photo editing with Photoshop
- Content loading
- Image sourcing
- Screaming Frog SEO checks (broken links, image sizes)
- Search engine submissions
- Post live submissions of new websites to search engines & directories
- Setting up Google Tag Manager and Google Analytics including Goals
- AuthorityLabs SEO report setup
- Chatbot intent checks
- Sending client alerts
Required Skills
- Previous telephone-based work experience
- Previous customer service experience
- Good communication skills (both oral and written)
- Good overall computer skills and Microsoft Office
- Meticulous attention to detail
- Accurate spelling
- Good common sense, with a GSOH, be able to operate as part of a tight-knit team in a pressured environment working to tight deadlines.
Desirable Skills
- Google Analytics and Tag Manager administration
- Any knowledge of HTML
- Experience of Search Engine Optimisation (SEO) and Search Engine Marketing (SEM)
- Knowledge of Paid Search (PPC) and Social Media
- SuiteCRM or another CRM system
- Experience of image manipulation (cropping, resizing etc.)
- Previous experience using a content management system
Job applications in by 5pm 22 November. Interviews start w/c 26 November