Call Center Representative, Bilingual
Community Dental Partners
Product Specialist, First Line Support
Board Intelligence
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Act as the first point of contact for clients, diagnosing and resolving queries to agreed service levels and ensuring a clear understanding of the user’s needs
- Identify whether issues are product bugs, training needs, or require escalation, and provide accurate context for further investigation
- Create and deliver training resources, attend client meetings with Account Management and Customer Success to support adoption
- Support internal teams with user data analysis to identify trends, propose improvements and contribute to product adoption and efficiency
- Provide a feedback loop to product and customer teams, representing the customer voice in product development and company priorities
- Contribute ideas to improve team processes and the client experience
- Remain alert to incoming calls, emails and internal requests, ensuring timely and effective responses
- Ask intelligent questions to build context around issues while following security procedures
- Escalate queries to Senior Product Specialist, Second Line Support, Engineering or Customer Success with clear notes on diagnosis and user context
- Maintain accurate records of all client interactions and keep knowledge of product developments up to date
- Build strong relationships with users at every touch point, including encouraging event attendance and referrals
- Collaborate closely with colleagues across teams to deliver seamless support and share knowledge
- Participate in the out of hours rota, covering evenings and weekends as required
Requirements
- Strong communication skills, with the ability to explain solutions clearly and confidently by phone and email
- Proven experience in a client facing or support role
- Ability to diagnose and resolve issues with sound judgement, escalating when appropriate and providing clear context to colleagues
- Skilled at asking insightful questions to build understanding of complex issues while maintaining strict adherence to security protocols
- A client centric mindset, able to build strong relationships, encourage product adoption and represent the voice of the customer internally
- Experience creating and delivering training materials, with confidence to support client meetings alongside other teams
- Strong organisational skills with an eye for detail when recording client interactions and analysing user data
- Comfort working in a fast-paced environment, managing competing priorities while meeting agreed service levels
- Proactive and curious, always looking for opportunities to improve processes, contribute ideas and share knowledge
- A collaborative team player who brings a positive, solutions focused approach
- Willingness to participate in an out of hours rota, including occasional evenings and weekends
