Customer Success Associate

We are a fast-growing online accountancy firm that focuses on e-commerce clients. We are dedicated to providing outstanding and differentiated customer service.

Our values are based on trust and empowerment.

As a result, we are a highly functioning team of problem solvers dedicated to outstanding customer service. We see problems and we fix them. We set ourselves the highest standards and deliver a service respectfully and kindly. We collaborate to get the best out of each other, and we are dedicated to continually improving so that we can provide the most efficient service possible.

We have an office in Taunton, but all our team work from home.

We meet twice annually in person to share objectives and to set the strategic direction of the team.

We are looking for a Customer Success, Associate on a full-time basis. This role must be UK based.

We will supply you with a laptop, screen, keyboard, and headset.

All we ask is that you have a reliable internet connection and a suitable working environment.

Key Responsibilities

• Customer Onboarding: Onboarding new customers and taking them through the process to the point they can be serviced by the operations team – you will be the first point of contact with a new client and need to be able to wow every new client and make the process easy for them.
• Setting up billing: Ensure that client billing is correctly setup and updated to ensure revenue is collected – you will also learn how to check and follow up any missed or failed payments.
• Client Company admin: Clients may need to register for VAT, change company details with companies house, setup new addresses and file confirmation statements, this will all be within your role.
• Customer service: You will need to assist with managing your own inbox and ensure that customers are happy as well as directing emails to the relevant team members, gather information to reply or resolve issues or complaints.
• Operations: You will assist the operations team with ad hoc admin tasks
• You will also get the opportunity to assist with recruitment, calls, marketing and other tasks.

Who would it suit

• Self-starter who thrives in a dynamic and fast-paced environment
• Problem solver with copious amounts of initiative
• Team player, willing to enable others and work towards shared goals
• Someone who thrives delivering a brilliant customer service

The interview process is three stages, a telephone interview, an interview with the team and then a final interview with the managing director.

Job Type: Full-time

Pay: £19,000.00-£24,000.00 per year

Benefits:

• Work from home

Schedule:

• Monday to Friday

Experience:

• Customer service: 2 years (preferred)

Work Location: Remote