DC Thomson is hiring a
Customer Support Advisor

Summary

The job is for a Customer Support Advisor at Findmypast, a fast-growing company that helps people connect with their family stories through technology and data. The role involves handling customer enquiries, managing complaints, providing product information, building relationships with customers, and identifying opportunities to enhance the customer experience. The work environment is remote-first but with occasional meetings in Dundee hub. The contract is for a fixed term until 31st March 2025.

Requirements

• Availability to start by 31st October 2024
• Previous experience in working in a Customer Service contact centre environment
• Excellent written and verbal communication skills
• Good organisation skills
• A pro-active approach to learning within a small team, taking responsibility for your own development
• An aptitude to swiftly learn internal systems
• Ability to quickly analyse complicated information and solve problems
• Excellent team working skills are essential as well as a proven ability to work in isolation and on your own initiative
• Thorough attention to detail and commitment to delivering the best customer experience
• A good working knowledge of the most popular internet browsers and common website processes
• Patient and calm under pressure
• Ability to accept constructive feedback positively and real desire to learn and improve quality of work
• Willingness to go over and above the call of duty to deliver excellent customer service

Responsibilities

• Handling customer enquiries efficiently and effectively, answering any questions and queries via live chat, email, telephone (inbound and outbound)
• Managing and resolving customer complaints to a high standard
• Providing support and comprehensive product/service information to our customers
• Building relationships and engaging with customers and providing a human approach
• Identify opportunities to enhance customer experience and turn dissatisfied customers into happy customers
• Work with both customers and internal departments cross functionally, problem solving and resolving customer issues
• Co-ordinating closely with Marketing, Content and Engineering teams
• Identifying and reporting any potential website or user issues
• Accurately capture customer data where required to help influence business decisions
• Contribute to the overall achievement of agreed response times/SLAs

Preferred Qualifications

An interest in family history is beneficial but not essential

Benefits

• Generous holiday allowance with the chance to buy more
• A pension contribution that stands out in the market (9.5% matched company contribution with a 6% contribution from the employee's side)
• All the health and wellbeing benefits you’d expect and some you wouldn’t
• The chance to work with smart and fun people on products that will bring joy to millions