Customer Service Administrator (Client Engagement / Retention)

Customer Service Administrator (Client Engagement / Retention)

Our client provides seven digital-based Support Services. These subscriptions provide school leaders and managers with good practice case studies and articles, education news relevant to their roles, Reference Zones of updated information about their statutory requirements, and a Consult the Experts service whereby subscribers can ask questions and have them answered by experts. Subscribers have access to an account area where they can manage their subscription, view PDF versions of the newsletters/ HUB Highlights magazines that come with their subscription and other products purchased from them.

They also produce one day national conferences for school leaders and managers, a range of training products for schools and management handbooks. They also produce a range of content rich e-bulletins, which are free to non-subscribers.

Position: Client Engagement Executive
Location: London
Salary: £26,000 per year, 000 per annum + monthly performance related bonus
Contract Type: Full time employee, Permanent
Working Hours: 9:00 – 17:30 Mon to Fri 37.5 hours per week

ROLE:
The Customer Service Administrator will provide support to retentions, customer services and marketing. This is an extremely varied role which is mainly telephone based, however the successful applicant will also have many administration tasks, be involved in social media and attend their various London based conferences.

RESPONSIBILITIES:
a) Calling customers at regular points throughout their subscription as directed by the Head of Sales and Customer Engagement. One month after order set up, month 4, month 7 and month 10; targeting subscribers’ full use of their subscription; preparing subscribers for retention efforts.
c) Become an expert user of the Support Services website, and My Account area, to authoritatively support new and renewing subscribers, new users and infrequent users.
d) Ensure subscribers are adding as many users as possible to their Account. Ensure subscribers have their login details to the website, and that all users added to a school’s subscription are logging in and using the features of the subscription.
e) Make subscribers and users aware of relevant/recent/important updated information.
f) Ensure new subscribers and users have the ‘How To Use the Website’ PDF, and answer any usability queries yourself. Ensure new subscribers and users have seen the ‘How To Use the Website’ video, and answer any usability queries yourself.
g) Where no email address is given on new and renewal orders, contact subscribers to update their records; send Welcome Packs to new and migrated/renewal subscribers with brochures to cross sell other products.
h) Support retention by overcoming cancellation requests; support pay through by chasing new and renewal overdue invoices.
i) Ensure accurate information about subscribers and users is held on all relevant systems (Spirit) and databases (THINK).
j) At busy times, supporting the work and tasks of Customer Service Operatives. Batch inbound orders, payments, and amendments received in the correct format for audit purposes; log cheques and other payments received on to spreadsheets.
k) Process and monitor all payments and refunds where applicable in a timely and accurate manner; raise copy invoices, credit notes and refunds where applicable in an efficient and timely manner.
l) Log information on calls received, where required and maintaining detailed and accurate records against subscribers in the CRM system, for all contact ad correspondence. Follow up on payment queries with the relevant Information Sales Executive or Finance Department – to investigate anomalies found and rectifying errors.
m) Provide excellent support to Sales Executives when migrating and renewing existing customers to the Optimus Education Support Services. Provide excellent support to Optimus Education Support Service subscribers and users in dealing with technical, log in or other queries on the Optimus Education website.
n) Use in-house CRM system, or other systems, to accurately calculate deferred liability to support Sales Executives in migrating customers.

ESSENTIAL SKILLS / EXPERIENCE:
a) Strong administration skills are a must.
b) Excellent communication skills both verbally and in written communications.
c) Ability to diagnose problems, overcome objections and answer complicated questions.
d) Ability to multi task.

You may have experience of the following: Customer Service Administrator, Contact Centre Executive, Account Manager, Customer Engagement Executive, Sales Support, Customer Service, Business Development, Sales Administration, Client Relationship Manager, Customer Retention, Call Centre Advisor etc.

This vacancy is being advertised by Easy Web Recruitment, the UK’s leading Online Recruitment Agency. The services advertised by Easy Web Recruitment are those of an employment agency. No terminology in this advert is intended to discriminate on the grounds of age, and we confirm that we will gladly accept applications from persons of any age for this role.