AddressEBSCO International is the international operations group of EBSCO Information Services (EIS). EIS provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, Massachusetts, USA, EIS employs more than 2,700 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team. EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.
Customer Account Manager role (based in Didcot or Enfield office)
The successful candidate will take pride in their work, be able to pick up new systems and processes quickly and work in an efficient and effective way whilst under pressure.
Key Responsibilities
- Manage a portfolio of customers meeting their day to day requirements
- Take responsibility for customer loyalty within the remit of the role
- Reassure customers, educate and train them in best practice
- Take responsibility for account retention within the remit of the role
- Find solutions to problems
- Create reports to investigate and analyze trends of Customer Accounts
- Resolve problems efficiently with minimum impact on the customer
- Communicate effectively with customers and colleagues: gather, interpret and act on information
- Work within the Service Level Agreements to meet deadlines
- Create reports to investigate and analyses trends of Customer Accounts
- Use business acumen to strike the balance between what’s best for the customer and best for the business
- Demonstrate good office skills: IT literate, time management, prioritization and organization
- Demonstrate excellent interpersonal skills
The Candidate
Essential experience and requirements:
- Previous experience in a customer service support environment
- Strong Microsoft Office skills
- Excellent at building and maintaining customer relationships
- Excellent communication skills both verbally and written
- Excellent telephone manner
- Able to work well in a team as well as independently
- Ability to grasp in-house systems quickly
- Ability to multi task and resolve problems
- Strong work ethic with desire to achieve and maintain high standards
- Works well under pressure and to deadlines
Remuneration & Benefits
- Between £27,000 to £30,000 per annum
- 22 days holiday
- Workplace pension scheme (available after 3 months’ service)
- Death in service benefit
- Health Shield (Healthcare medical cash plan scheme)
- Hours – 37.5 per week – Hybrid working normally minimum of 2/3 days per week after a successful training/probation period as could be required to work at least 4 days in the office during this period and thereafter at least 2/3 days in the office possibly up to 3 months or maybe longer dependant on how well the new employee picks up the role
