Customer Engagement Associate / Customer Service Advisor

Customer Engagement Associate / Customer Service Advisor

Peterborough or surrounding area

GBPCompetitive plus Bonus and Benefits

We are seeking a Customer Engagement Associate reporting into the Team Lead to join us to work with our education customers to ensure they are confident and enthusiastic in getting the most out of our software, from getting the best start through to ensuring regular use of the service.

To be successful in this role, you must be able to demonstrate a passion for helping customers, understanding their needs and helping them achieve value from software.

Responsibilities

• Take ownership for every new and existing customer and be the onboarding account manager, from the start to the completion of the onboarding process.
• Accurately record all set up stages and update status as they change to ensure all applications are tracked and logged.
• Diary Management of a team of telephone trainers.
• To keep accurate and up-to-date customer logs on internal database (CRM system).
• Establish good relationships with customers and proactively encourage the use of our systems.
• Monitor the school's usage of our system and contact the schools where the usage has dropped or ceased to determine why and bring their usage back up.
• To manage customers through their early life experience and engagement with the software.
• To systematically train schools on the system applications.
• Provide assisted re-launch service for schools to increase parent adoption, where required.
• To manage the schools until they start transacting.
• Accurately record all Customer Engagements, capturing repeat issues, product suggestions etc. to drive overall improvement to the software.
• To provide assistance to other departments as business needs, including data/admin activities where necessary.
• Assist Customer Support Team Leader with various projects as the business develops.

Knowledge and Experience

• Experienced in Customer Service, with a background in training customers over the telephone.
• Experience of payments software would be advantageous.
• Demonstrable experience of engaging with and putting the customer first.
• Skilled in encouraging and persuading customers to adopt technology.
• Excellent verbal and written communication skills, with excellent telephone manner.
• Disciplined management ability: caring about process, quality, setting and managing expectations.
• Good planning & organising skills.
• Ability to work under pressure in a fast pace and busy environment.

Please note:

We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.

For UK candidates only:Please note we are only able to accept candidates that are permanent UK residents or have proven permanent right to work in the UK.