Customer Support Advocate (3709)

The Customer Support Team is responsible for helping GBG's customers use our products. The Team takes pride in supporting GBG's Vision through the provision of excellent customer service., 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 1's remit, you will be required to escalate them as appropriate to Tier 2 support..,

• Deliver outstanding customer service by logging, investigating, and resolving queries across our Identity, Fraud, and Location product suite via email, phone, and chat.


• Address a range of queries, including administrative issues, service concerns, billing enquiries, and basic user guidance.


• Adhere to internal processes, ensuring appropriate escalation to Tier 2 where necessary.


• Meet our targets to maintain and uphold the highest standards of support., 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.
  
  Previous customer support experience in a technology company, or an IT/computing qualification with customer-facing experience outside of technology (e.g. retail).


• A logical approach to problem-solving.


• Customer-focused with excellent communication skills.


• Accurate and thorough in record-keeping.


• Communicates confidently and effectively with both customers and colleagues, in writing and verbally.


• Well-organised, able to work independently, and delivers excellent results for customers.
  
  GBG is the leading expert in global identity and location. In an increasingly digital world, GBG helps businesses grow by giving them the intelligence to make the best decisions about their customers when it matters most.


Every second, our global data, agile technology, and expert teams, power over 20,000 of the world's best-known organizations to reach and trust their customers.

Learn more at www.gbgplc.com and follow us on LinkedIn and X @gbgplc

Why you should be@GBG

• We make the world a safer place


• We trust each other and win together


• We are local experts in a global business


• We want you to be yourself


• We grow when you grow, We have a vision to have the best and most engaged team members in the industry. People matter at GBG, they make us who we are. Every team member across all our locations makes a difference, everyone has something to contribute. Maybe you too could make a difference.


Next steps

We have a vision to have the best and most engaged team members in the industry. People matter at GBG, they make us who we are. Every team member across all our locations makes a difference, everyone has something to contribute. Maybe you too could make a difference.