Internal Opportunity! Customer Support Consultant - Digital

If you are interested in applying for this internal opportunity, please ensure you discuss this with your manager first. 

Exceptional customer service underpins everything that Epos Now stands for. We exist with the sole purpose to add value to the lives and businesses of our customers. 

We want to ensure that when our customer needs us we are there, when our customers make contact with us we get it right the first time and that every interaction we have is an opportunity to improve our customer's business.

You will be responsible for dealing with chat, web tickets and our social platform contact once our customers have been onboarded. You will be handling customer queries across all omni channels and will work to resolve any queries to ensure that we never give our customers a reason to leave us as well as ensuring you develop your pipeline and achieve your revenue targets.  

Accountabilities: 

• Customer Service Excellence - 
  
  
  
  • Take full ownership of customer contacts, ensuring the most effective outcomes and delivery of excellent customer service.
  
  
  • Develop and maintain meaningful customer relationships, maximising the value of the Epos Now system.
  
  
  
  


• Proacative Escalation 
  
  
  
  • Escalate cases using correct procedures whenever required, ensuring timely resolution
  
  
  
  


• Problem Resolution 
  
  
  
  • Take ownership of customer issues and leverage the most relevant resources for timely and effective resolutions.
  
  
  • Achieve a Case Reopen Rate below 1.5%.
  
  
  
  


• Process Adherance & Improvement 
  
  
  
  • Follow all relevant processes and procedures.
  
  
  • Proactively provide feedback for continuous improvement of processes or systems.
  
  
  
  

If you have excellent communication skills with a customer first mindset, this could be the opportunity for you!

Application criteria: 

• 6-12 months in current role 


• Performance is on or above target 


• No concerns relating to company policy