Customer Service Advisor

Salary: £26,000 per year

CUSTOMER ON BOARDING EXECUTIVE – HYBRID WORKING
Are you experienced in customer services professional looking for a great on-boarding role? My client is a global leader in digital technology and they need a Customer On-Boarding Executive to service the needs of their client schools and giving them the best customer experience to represent this global brand. This could be a great career move for the right candidate looking to a career in Account Management.
The company
My client powers schools and enables great teaching worldwide, by creating intelligent online products and services to make the greatest difference in education.
The company’s innovative products and services are delivered through a range of partners across the globe. They are leaders in using digital technology to make life easier for schools and teachers and as part of their offering they provide a professional and reputable recruitment service to schools.
Role overview:
My client is looking for the right customer services professional to successfully onboard their clients and proactively manage a portfolio of customer accounts. Managing the initial relationship to ensuring strong adoption and engagement of products and services. The right candidate will build the overall relationship with customer accounts ensuring retention and satisfaction and driving continued value of all products and services. The role will provide support to the wider community of developing customers using a variety of tools (Chat, screen sharing, phone, email). You will also be required to provide support when our customers need it, answering the phone and responding to email enquiries.
Key Responsibilities:
* The role will be varied and cover a range of tasks:
* Post-sale provides initial set-up assistance to the customer to ensure customer satisfaction.
* Working with sales, execute a comprehensive engagement strategy that maintains high customer satisfaction.
* Working with sales and customer success teams to perform periodic reviews to confirm continued customer satisfaction.
* Work closely with the Sales and Marketing teams to share customer insights that recognise additional product and service opportunities.
* Provide technical support and assistance internally and externally.
* Represent the products to clients positively, offering calm, friendly, informed and professional support and guidance.
* Learn to identify new business opportunities with your customer base.
* With the team map all interactions on the customer journey to ensure engagement with the service and a long-term relationship develops.
* Maintain a positive and customer centric attitude, make sure return on customer (ROC) is the drive behind all interactions with the customer.
* Ensure the experience is personal and positive.
* Administrative work (processing orders, answering chat, emails, database management, contract administration) within agreed departmental deadlines.
* Follow organisational and departmental quality standards (including risk) and procedures.
* Contribute to tasks for the general management of the Learning Management System.
Education & Experience:
2 + years’ experience of working in customer support / increasing customer satisfaction.
Experience of working in online technology and / or a learning environment.
Experience with CRM systems.
Knowledge of Learner Management Systems beneficial but not essential.
Proficient in Office software.
Understanding of digital tools, e.g., screen sharing, live chat, webinars, virtual classroom.
Requirements;
• A good understanding of the sales process.
• Demonstrate the right attitude (customer first) and dedicated to providing exceptional customer service.
• The commercial nous to spot opportunities to support the sales team (training will be given).
• Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end users.
• Tenacious, determined, and persuasive approach to customer relationship building.
• Ability to offer a positive solution focused attitude to internal and external customers.
• Strong team player but still a self-starter.
• A positive attitude to want to help and serve customers: They win, so you win.
• Good problem-solving skills.
• Ability to offer a positive solution focused attitude to internal, and external, customers.
• Excellent organisational skills and ability to work to deadlines within agreed parameters.
• Analytical skills to understand the best process to setup bespoke clients and review client data.
What do you get in return?
25 days annual leave rising to 30
5% pension after probation
State of the art city centre offices
Access to a range of benefits via My Benefits World
Discounted city centre parking
Free fruit delivered to the office weekly
Free breakfast cereals
Free soft and hot drinks
Free eye care cover
Health cover
Life Assurance
Cycle to Work Scheme
Referral Scheme
Season Ticket Loan
EAP (Employee assistance programme)
Paid for monthly nights out
Access to an extensive Learning and Development menu