APPRENTICE CUSTOMER CARE AGENT (LEVEL 2/INTERMEDIATE)
YPrime solutions simplify clinical trial management. We build our technology on the latest platforms, holding ourselves to the highest quality measures. From designers and developers to managers and support techs, our seasoned team works with one goal in mind: ensuring an optimal experience for sponsors, sites and patients.
Description of vacancy
In this Apprenticeship you would be working as a Customer Care Agent for YPrime, a growing company with offices in the US and UK who specialise in clinical trial technology.
As the Customer Care Agent you will play a key role in ensuring the ongoing success of the company by delivering high quality customer care to system users all over the world.
Throughout the course of the Apprenticeship programme you will develop key customer service skills, including communication and problem-solving.
Your role will be fast-paced and no two days will be the same. If you are ambitious, have an interest in technology, and like supporting others, we would like to hear from you.
Provide support to system users in multiple countries via the telephone and email.
Follow up with customers to ensure full resolution.
Clearly document all communication with system users.
Escalate system issues to Tier 2 (Customer Care Analysts) when necessary for resolution.
Provide the highest level of support to users of the systems by fielding inbound inquiries and utilizing proactive communication as necessary.
Effectively manage issues and the escalation of issues and eventual resolution within agreed upon SLA’s.
Perform other related duties as required.
Starting wage £5 p/h / £200 per week
40 working hours per week:
Mon – Fri
8 hours a day
30 min lunch break (Paid)
2 x 15 min break (Paid)
Start time flexible but typically 9am – 5pm but start and finish time will be agreed with manager
20% paid time during working hours is given to complete training, referred to as “Off the Job Training”
- Strong written and verbal communication skills.
- Ability to pay attention to detail.
- Ability to identify and solve problems in an efficient and effective manner.
- Ability to work independently with little to no supervision.
- Thrives in a fast-paced, dynamic environment.
- A team player who puts the success of the team first.
- Motivated by helping clients and finds satisfaction in helping to resolve the issues of others.
- A resourceful problem-solver who seeks out effective and efficient solutions.
- Savvy with technology.
- Friendly, service-oriented attitude.
Minimum Grade C / 4 in English and Maths GCSE or equivalent
On the job training with the employer whilst working towards the Apprenticeship Standard – Customer Services Practitioner Level 2 Standard will establish an Apprentice’s skills to deliver high quality service to customers both internally and externally. The Apprenticeship will incorporate knowledge of customers and the customer experience, understanding the organisation, its products/services and their role and responsibilities.
Regular work based assessments/observations carried out by Kent Training & Apprenticeships Tutor Assessor, to determine competency and meet with Awarding Body standards.
The employer has asked that you do not contact them direct. Doing so could jeopardise your application. You will be responsible for your travel expenses to and from your place of work. Therefore, you must have the means to get to your place of work on a daily basis whilst waiting for your first wages to be paid.
KT&A: Kent Training & Apprenticeships are part of Kent County Council and are a leading training organisation with nearly 30 years successful experience. KT&A specialise in high quality work-based training, delivered by qualified staff with personal experience of working in the skill area they teach.