Role Purpose
Reporting to the Customer Success Manager, you will handle client support tickets efficiently, ensuring KPIs are met and the CRM system is optimised. As the primary client contact, your goal is to provide excellent service and exceed expectations.
Key Responsibilities:
- Ensure KPIs are met, including response times and client satisfaction.
- Record all client interactions in the CRM system(Freshdesk) and ensure clients follow processes.
- Monitor inbound logs and inform clients of penalties or quarantined items.
- Manage and resolve miscellaneous client enquiries.
- Work with colleagues in other departments to achieve client satisfaction.
Essential Skills:
- Strong verbal and written communication skills
- Ability to perform in a fast-paced, results-driven environment
- Strong IT and organisational skills
- Detail-oriented with strong time management
- Ability to prioritise tasks and meet KPIs
Additional Attributes:
- Process-driven and proactive.
- Professional appearance and excellent time management.
- Integrity, reliability, and strong relationship-building skills.
- Self-motivated team player.
Job Types: Permanent, Full-time
Pay: £27,537.00 per year
Benefits:
Experience:
- Customer service: 1 year (preferred)
Work Location: In person
