Job Description

Icopify ltd.

We pride ourselves on being industry leaders in delivering digital marketing services. Our marketplace is dedicated to providing a wide range of solutions, including guest posting, PR and SEO services, fixing technical site issues, and website creation /design. We are constantly growing and evolving our platform to offer even more valuable services. If you're interested in joining our team and have confidence that you will excel in this role, please apply. We offer great benefits and a nice and friendly environment.

Eligibility

Criteria:

You must have the right to work in the UK, and valid residency status to apply. Sponsorship is not provided.

Responsibilities

:

Responding to Inquiries:

- Answer buyer questions via email, chat, and phone.
- Provide accurate service information.

Troubleshooting Issues

- Guide customers through technical problems.
- Escalate complex issues to higher-level technical or specialist teams if needed.

Handling Complaints

- Listen to customer concerns empathetically.
- Offer solutions, refunds, or alternatives where appropriate.
- Work to turn negative experiences into positive outcomes.

Documentation

- Log customer interactions, feedback, and solutions in the company CRM (

HubSpot

).
- Help build and update internal and customer-facing knowledge bases.
- Share helpful resources such as guides, FAQS, and tutorials.
- Relay insights to service, marketing, or engineering teams for improvement.
- Gather feedback on customer experience.
- Train customers on how to use our platform.

Retention and Relationship Building

- Engage with customers to build trust and long-term relationships.

- Promote loyalty through attentive and consistent support.

Skills Required

Strong communication (verbal & written) Patience and empathy Problem-solving mindset Technical proficiency (especially tech support roles) Adaptability and multitasking Familiarity with CRM and support platforms (e.g., HubSpot, Intercom) Strong attention to detail. Exceptional communication skills, both verbal and written, with a focus on clarity and professionalism. Excellent phone etiquette with the ability to engage customers positively.
Job Types: Full-time, Permanent

Pay: 22,880.00-24,000.00 per year

Benefits:

Free parking On-site parking
Schedule:

Day shift Monday to Friday
Ability to commute/relocate:

Liverpool L6 5DR: reliably commute or plan to relocate before starting work (required)
Application question(s):

Do you agree to the digital assement on the interview? Do you have experience with customer support systems such as intercom?
Work Location: In person

Expected start date: 01/05/2025