Customer Support Agent

The Customer Support Agent is key in helping the business to develop the support we give to our clients.  The Company is going from strength to strength and this is a great opportunity to make a difference to people’s lives and play a visible role in its success.

Our Customer Support Advisors play a crucial role and you will be at the forefront of delivering exceptional service and support to our customers.  You will be part of the Customer Support team who are passionate about what they do in enhancing the overall customer experience.

Key Duties and Responsibilities:

The Customer Support Advisor is responsible for meeting service standards, achieving targets and maintaining customer satisfaction.  Whilst fulfilling this role you will continue to provide an efficient customer service function, whilst looking to continually improve on the positive experience for both customers and team members.

Excellent communication skills are needed to fulfil the responsibilities of the role, where you will:

• Customer Experience:  Ensure a seamless and positive customer experience by handling enquiries, complaints and complex issues with empathy and efficiency.  We pride ourselves in providing world-beating service to our customers.
• Process Improvement:  Follow processes and use documentation including the company knowledge base.  Contribute to the development and refinement of our support processes based on customer feedback for ongoing improvement.
• Service Excellence:  Achieve case resolution SLAs and KPIs whilst utilising service management tools (e.g. Salesforce) via email, phone and chat communication channels.
• Documentation & Training:  Maintain and enhance the Company knowledge base and participate in the training of new team members when needed. 
• Stakeholder Collaboration:  Work closely with and escalate to internal stakeholders (e.g. second line technical team) to align customer support efforts with Company objectives and enhanced overall service delivery.  This will require occasional travel to London.
• In Addition:  You will perform other duties as assigned by the Customer Support Manager and / or Chief Operating Officer. 

Your Profile

You are a highly versatile, energetic individual who is detail and task orientated.  You should have an entrepreneurial spirit, be practical with a positive can-do mentality.  Ideally you will have Customer Support experience in the Med-Tech or software solutions industry as well as:

• Approachable:  An active team player, friendly, positive and approachable, fostering an open and collaborative team culture. 
• Attitude:  A proactive problem-solving mindset with a positive attitude and a strong commitment to customer satisfaction.
• Communication Skills:  You ensure that the Company is presented correctly and have exceptional communication skills across multiple communication channels (Live Chat, video call, phone, email etc).
• Detail-Oriented:  A keen eye for detail, ensuring that both customer needs and operational processes are consistently met to a high standard.
• IT Skills:  Proficiency in CRM databases, especially Salesforce, is highly desirable.
• Proactive:  A forward-thinking attitude with the ability to anticipate problems, take initiative to resolve them before they escalate and able to work on initiative.
• Qualifications:  Educated to A-Level or equivalent qualification.
• Resilience:  The ability to stay calm and focused under pressure, managing stressful situations with composure.
• Working Style:  You work equally well when working both independently and as part of a team and can juggle multiple deadlines and manage competing priorities.

Our working hours are 37.5 hours per week Monday to Friday, however there is occasional weekend coverage so you will sometimes need to be able to work at weekends.

We operate a hybrid working schedule, typically two to three days a week in the office (following training) so you must be able to reliably commute or plan to relocate to Exeter.

The role will facilitate the customer service offering to customers using TympaHealth systems in all countries.  As the Company grows there will be opportunities for development to meet the changing needs of the business.

The Company

TympaHealth are a team of doctors and technology experts united by a vision to help the world to hear.  Currently, there are half a billion people in the world with disabling hearing loss.  In the UK by 2030 hearing loss will overtake diabetes and cataracts in the top ten global disease burdens.

Our mission is to help the world to hear and make intervention more accessible and simplified both on a local and global scale.  TympaHealth is growing fast and is currently helping thousands of patients a year access vital ear and hearing healthcare services in the UK, with plans to expand globally.

TympaHealth have created a collaborative and supportive environment, everyone is valued and encouraged to contribute their own ideas and opinions.

Salary & Benefits

A competitive salary and benefits package include:

• 25 days holiday (increasing to 26 after two years) plus Bank Holidays
• Birthday Holiday and Christmas Holiday (three additional days)
• 5% Company & Employee Pension Scheme Contributions
• Life Assurance Scheme (four times salary)
• Hybrid Working two to three days a week in the office based in Exeter EX2 8LB.
• On-site parking.
• Remote GP and Medical Second Opinion Services
• Mental Health Support
• Physiotherapy (eight sessions per year)
• Life, Money and Wellbeing Support
• 360 Wellbeing Score, Insights and Calendar
• Financial and Legal Support
• 1-2-1 Lifestyle Coaching
• Savings and Discounts
• Perkbox 

There has never been a more exciting time to join our team with our growth, focus on excellence and opportunities for development in an inclusive, inspiring company.