Customer Advocate - Tier1 (3871)
Customer Advocate - Tier1 (3871)
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Job Description
About GBG
Enabling safe and rewarding digital lives for genuine people everywhere
We make it our mission to ensure more genuine people have digital access to opportunities and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.
With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age location or background genuine people everywhere should be able to digitally prove who they are and where they live.
About the team and role
Customer Support
The Customer Support Team is responsible for helping GBGs customers use our products. The Team takes pride in supporting GBGs Vision through the provision of excellent customer service.
Customer Advocate
The role reports to the Customer Support Manager. As the first point of contact for all customers you will be responsible for ensuring Tier 1-level queries are resolved quickly thoroughly and professionally. Where queries fall outside of Tier 1s remit you will be required to escalate them as appropriate to Tier 2 support.
What you will do
- Provide excellent customer service - log investigate and resolve queries across our product suite in Identity and Location via email phone and chat.
- Queries will include administrative issues service issues billing queries and simple user knowledge queries.
- Follow internal procedures including escalation procedures to Tier 2 as appropriate.
- Meet our targets to ensure we continue to deliver excellent support.
Skills were looking for
- Previous customer support experience in a technology company or an IT/computing qualification with customer-facing experience outside of technology (e.g. retail)
- Logical problem-solving approach
- Customer focus and excellent communication
- Accurate record keeping
- Communicates confidently and effectively with customers and colleagues alike both written and verbal
- Organized and able to work independently. Delivers results for customers.
Additionally as the role includes supporting service issues there is a requirement for on-call support on a rota basis. This will include evenings weekends and public holidays.
To find out more
As an equal opportunity employer we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.
To chat to the Talent Attraction team and find out more about our benefits and why were a great place to work drop an email to and well be in touch. You can also find out more about careers at GBG and check out our current opportunities at your potential and be part of our mission to power safe and rewarding digital lives.
Employment Type
Full-Time
