Remote - B2B Customer Service Representative IT equipment. Fast Growing London Startup

About this role

We’re looking for an experienced B2B Customer Service Representative with a background in the IT industry.

You are passionate about the latest models of laptops and IT peripherals and strive to support business clients in choosing the best device, as well as troubleshooting issues in the deployment of their IT fleet, including logistical and technical matters.

You have 2+ years of experience in a similar role, probably reporting to a Head of Customer Service of an established IT brand. 

About Ooodles

In the UK, 5 million Small and Medium Enterprises spend a whopping USD 5 billion every year on IT hardware, recycling less than 20% of it. Studies also show that companies lose up to 12% of payroll and productivity due to obsolete IT.

Ooodles is a Device-as-a-Service platform that enables SMEs to equip their teams with the latest tech at the click of a button. We aim to transform the way small and medium-size businesses access IT with a one-stop-shop platform, giving finance and IT teams the tools, visibility, and control they need to manage resources efficiently, optimise spending, and drive business growth.

Your responsibilities

• Manage inbound emails, online chat and calls from existing business clients
• Quickly identify the client and the reason for the call
• Raising support tickets to enable tracking and resolution of customer requests
• Investigating and resolving customer complaints then closing support tickets
• Maintaining a database of customer information
• Escalating inquiries to the appropriate team, when necessary
• Checking product or service availability
• Assisting customers with registration or account creation
• Passing customer feedback onto the product or sales team to improve the organisation’s offerings
• Tracking key performance indicators (KPIs) related to the customer service department, analyzing data, and providing reports to management. 

Experience and Skills

• 2+years of experience in B2B customer support for an IT company
• Skilled with at least of the most common CRM tools in the market (we use FreshDesk)
• Ability to work calmly under high-stress situations
• Clear communication and listening skills and a strong command of the English language
• Strong attention to detail
• Multitasking skills and good organisational abilities
• In-depth knowledge of IT hardware and software
• Self-motivated, results-oriented, independent worker.
• A down-to-earth, good-humored, kind person, like everyone else at Ooodles.

Location

• Remote.

What we offer

• A compelling package with a base salary and the opportunity to review your performance and compensation on a regular basis
• The opportunity to build the foundation of the customer service function at Ooodles and lead it
• An early-stage and fast-moving environment and an experienced management team
• A friendly environment where trust, accountability, and learning from our mistakes are values cherished on a daily basis.