Customer Support Representative

At Get Licensed, we help people get training, get licensed and find work, and we do this by leveraging technology to make the whole process as efficient and easy as possible. We operate across a number of verticals, and we're looking to expand those verticals to cater to demand in the UK.  We've helped more than 400,000 people get licensed and find work and are consistently rated 5-star on Trustpilot with over 32,000 reviews.

Get Licensed is a fast-paced technology business at heart (the majority of our team are developers or tech wizards), and we are at an exciting stage of our business, having tripled since 2020.
We have ambitious plans to significantly scale our existing business, broaden our product suite, and continue to grow profitably revenue year on year, with a clear roadmap of how we will get there. We are looking for a full-time Customer Support Representative to be a part of our customer support team.

The Customer Support Representative will report to the Customer Support Manager in Pakistan, and together they will create a positive and productive working environment, agree on objectives and deliverables which will be achievable, and which will also drive the business forward.

The successful candidate will manage the following aspects of customer services calls and admin work, these tasks are specifically once a trainee has booked onto a course and may vary depending on Business and Customer needs.

What you will be doing:

• Gain experience in addressing customer inquiries through phone, email, and live chat, fostering your ability to provide clear and effective communication.
• Build confidence in assisting learners with course bookings, payments, and general queries, contributing to seamless user experiences.
• Explore the nuances of delivering accurate information about licensing and training processes, enhancing your knowledge and expertise in these areas.
• Strengthen your problem-solving skills by managing complaints and collaborating on complex issues, ensuring customer satisfaction.
• Develop organizational abilities by maintaining detailed records of customer interactions within CRM systems.
• Collaborate with internal teams to enrich the learner experience, discovering opportunities to enhance workflows and client support.

What we are looking for:

• Excellent written and verbal English, with the ability to communicate clearly and professionally.
• A polite, enthusiastic, and warm telephone manner that creates a positive customer experience.
• Strong communication, listening, and interpersonal skills, with a high level of empathy.
• Flexibility and adaptability to embrace change, with the ability to manage multiple tasks effectively.
• A proactive approach to taking ownership and responsibility for resolving issues.
• Strong problem-solving abilities, with attention to detail and accuracy in all tasks.
• Effective time management and organisational skills, with the ability to prioritise work efficiently.
• Confidence in using multiple IT systems and being comfortable with technology.
• Previous experience in customer service or client-facing roles (preferred).
• Familiarity with CRM systems, customer management tools, or industry-related knowledge (an advantage).
• Additional language skills are welcomed and considered beneficial.

Expected Behaviours:

We're primarily non-hierarchical, allowing all our colleagues to take responsibility from day one. We are committed to achieving excellence whilst having fun and being highly curious. We are passionate about hiring fantastic individuals who thrive in an open, fast-paced and collaborative environment, are accountable to themselves, and are willing to roll their sleeves up to get stuff done.

There are certain behaviours we expect from our colleagues, and the key ones are below. Fundamentally we expect everyone at Get Licensed to Do The Right Thing. We measure performance against these behaviours as part of each team member's monthly performance review:

• Agility: We move fast, adapt quickly, and continuously improve.
• Curiosity: We never stop learning and seeking better ways to do things.
• Excellence: We set new standards and strive to exceed expectations.
• Love: We care deeply for the work we do, for each other, and for our customers.

What we offer:

• Competitive base salary with additional benefits, including private medical insurance, and paid holiday.
• Unlimited opportunities for career growth and professional development
• The chance to influence and improve training delivery across the organization.
• Join a dedicated and professional team where your ideas are welcomed and your commitment rewarded. 
• As the face of Get Licensed, you will be required to lead by example, and live the Get Licensed values to their fullest, based around Doing the Right Thing.