Customer Support Advocate (3709)

About GBG  

GBG is the leading expert in global identity and location. In an increasingly digital world, GBG helps businesses grow by giving them 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 organisations to reach and trust their customers.  

Why you should be@GBG  

Reach 

The precision of location data is critical to businesses that need to know exactly where their customers are so they can reduce failed deliveries, share great customer experiences and remove unnecessary costs. We provide the unique insight to know locations as well as the people who live there, because we understand global addresses better than anyone else.  

This means our customers have confidence that their products and services will arrive in time and to the right location In the race to serve global customers, we exist to help every business in the world, reach every customer in the world.   

Trust  

When a digital business grows, most customers are genuine. However, many are fraudsters who manipulate identities to gain illegitimate access. We give our customers unique insight to decide which are trustworthy and which are fraudulent, because we understand identity better than anyone else. 

This means businesses can confidently onboard good customers, reward great customers and reject fraudsters. In the fight against Identity, Fraud, trust is key, so the more you can know and the earlier you know it, the better decisions you can make.  

The Team

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

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..   

What you will do

You will:

• 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.

Requirements

• 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.

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.

Benefits

To find out more  

As an equal opportunity employer, we are committed to providing fair opportunities for everyone regardless of age, gender race/ ethnicity, sex, religion, age, nationality, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. Everybody is welcome and our inclusion and diversity programme, be/yourself, is designed to ensure that you can thrive. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process. 

To chat to the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to [email protected] and we’ll be in touch. You can also check out our career site here.  

Why not apply and make life@GBG work for you?