Customer Care Representative - Remote Opportunity

About the Role

We are seeking a Customer Care Representative to join our dedicated team at Qoria. This remote position is an excellent opportunity for individuals passionate about customer service and making a difference in the lives of students. As a Customer Care Representative, you will be the first point of contact for our customers, ensuring their needs are met with professionalism and empathy.

What You'll Do

• Manage incoming phone calls to the Service Desk and direct them to the appropriate engineer.
• Log incidents and service requests into the call management system.
• Provide customers with regular updates on the progress of their tickets.
• Eliminate abandoned call rates to ensure the successful functioning of the Service Desk.
• Manage customer expectations regarding SLAs and adherence to them.
• Arrange for replacement equipment to be sent to customers in case of failures.
• Maintain vendor relationships and keep the customer database updated.
• Provide access to self-help materials to reduce strain on the Service Desk.
• Coordinate work with the Support Engineers and prioritize tickets effectively.
• Identify patterns among incidents that could indicate outages or major incidents.

Requirements

• Experience in a customer service role.
• High level of written and spoken English.
• Strong organizational skills and ability to work under pressure.
• Empathy and professionalism when interacting with customers.
• Understanding of safeguarding children and how educational organizations operate.

Nice to Have

• Experience with ITIL structure.
• Familiarity with systems such as Google Workspace, Microsoft Office, Zendesk, and Confluence.
• Experience in a technical support environment.

What We Offer

• Employee Share Scheme.
• Enhanced holiday and family leave.
• Tech allowance.
• Supportive work environment with a focus on employee well-being.
• Opportunities for career progression within the company.
• Exposure to industry-leading technology developed in-house.
• Regular company-wide lunch and learn sessions.

Join us as a Customer Care Representative and help us support children in staying safe online. Your work will truly matter, and you will be part of a team that cares deeply about making a positive impact.