Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.

As a Cision Customer Support Agent your primary responsibilities includes developing a culture of Customer Excellence through prompt and thorough handling of customer problems, answering product and service questions, suggesting information about other products or services. You will also be encouraged to share your experience and knowledge, sparring with your colleagues to grow together! 

Work Timings: Standard UK hours on the following shift patterns. It will be rotational.

7 AM – 3:30 PM GMT/BST *

9 AM – 5:30 PM GMT/BST *

10 AM – 06:30 PM GMT/BST*

(*excluding one-hour unpaid lunch break)   

What you will do

·  Answer's customer support requests via telephone or Web promptly to enhance the customer experience.

· Patiently listens attentively to customers queries and manages the resolution or connects them with the appropriate teams to address their needs.

· Quickly learns the functions of the support tools and systems to log in and resolve customers’ requests.

·  Accurately records and logs interactions with customers and updates account information and able to retrieve this information to create reports for management

· Resolves platform or service problems by clarifying the customers complaint, determining the root cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment.

·Works with management to maintain best practices for efficient communications with customers.

·Address customer questions about new products or services.

· Collaborates with Customer Success Managers and Onboarding Consultants to ensure service excellence

· Contributes to bottom line sales by increasing customer satisfaction and reducing customer churn.

· Undertake other tasks or projects as requested by management.

What you will have

  • Minimum 2 years of hands-on experience in B2B Customer support
  • Outstanding written and verbal English communication skills
  • The flexibility to work on holidays, weekends and on-call if necessary
  • A customer-centric mindset with a passion to help and provide a good service
  • Curiosity and technical aptitude 
  • An eye for the detail, proactive and enjoy being involved in multiple tasks at the same time 
  • The ability to effectively communicate with internal/external stakeholders - and you do perceive cross-continental communication as a welcomed challenge!
  • Problem solver
  • Good analytic skills
  • Able to resolve conflict

As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit www.cision.com and follow @Cision on Twitter.

 

Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.

 

Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.

 

Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.