DACH Operations Customer Service Administrator

BPP Holdings; Bad Soden am Taunus; On-site; EUR 32,000 - 46,000; Full time

Job summary

Firebrand, part of Lyceum Education Group, is seeking an organized Operations and Customer Service Administrator to support the Operations and Sales teams. You will manage administrative tasks, oversee exams, maintain a professional learning environment, and assist with site maintenance.

Fluent English and German, strong CRM and accounting software skills, and the ability to handle customer inquiries in both languages are essential.

Qualifications

• Excellent English and German language skills.
• Strong analytical skills with attention to detail in reporting and administration.
• Experience working collaboratively in a team.
• Prior experience in office-based customer support and administration, demonstrating a strong understanding of sales processes and customer interactions.
• Proficiency in using CRM systems and Accounts software.

Responsibilities

• Scheduling exams: Organise and coordinate exam schedules efficiently.
• Administering test sessions: Oversee and manage the execution of test sessions.
• Classroom setup: Prepare classrooms for educational activities, ensuring a conducive learning environment.
• Imaging of student PCs: Manage the imaging process for student computers.
• Weekend site duty: Participate in weekend shifts to address any operational requirements.
• Student assistance: Provide support to students when senior staff are unavailable.
• Assist the Sales Team: Support the Sales Team with various administrative tasks, ensuring smooth workflow and efficient operations.
• Update and maintain CRM system: Ensure accurate and relevant customer and sales data in the CRM system.
• Respond to customer inquiries: Handle general customer service inquiries via phone and email in German and English.
• Generate and manage invoices: Create and manage invoices and credit notes, maintaining meticulous records.
• Follow up on payments: Ensure timely processing of payments by following up on payment details within strict deadlines.
• Initiate enrolment communications: Send enrolment emails and conduct follow-up calls to confirm receipt and understanding of crucial information.
• Collaborate with Regional Team: Work closely with the CS & Operations Teams across all Training Centres, fostering effective teamwork and communication.
• Microsoft ESI Administration
• Credit Reform Administration

Skills

English proficiency

German proficiency

Analytical skills

Teamwork

Time management

Interpersonal skills

Tools

CRM systems

Accounts software

Job description

DACH Operations Customer Service Administrator

Here at Firebrand (part of Lyceum Education Group) an opportunity has arisen for a passionate and organised individual to join the team as an Operations and Customer Service Administrator.You will be responsible for playing a vital role in supporting both the Operations and Sales Teams by managing administrative tasks and ensuring efficient customer interactions.This role involves overseeing exams, maintaining a professional learning environment, assisting with general site maintenance projects, and providing crucial support to the Sales Team, ensuring seamless customer interactions and accurate processing of sales-related information.

What if you read the description and don't meet every single requirement? We encourage you to apply anyway - we value diverse backgrounds and are committed to inclusivity!

Why work for Firebrand?

It is a great time to join Firebrand as we have enjoyed a sustained period of growth, offering a wealth of opportunities to our staff, students and clients. There are many more great reasons to join Firebrand such as:

• Brilliantly, you can study any of our courses for free – be it a professional qualification or full degree.
• We also provide a generous annual leave entitlement of 30 days.

What you’ll be doing

The Operations and Customer Service Administrator plays a vital role in supporting both the Operations and Sales Teams by managing administrative tasks and ensuring efficient customer interactions. This role involves overseeing exams, maintaining a professional learning environment, assisting with general site maintenance projects, and providing crucial support to the Sales Team, ensuring seamless customer interactions and accurate processing of sales-related information.The role is an integral part of a team dedicated to providing a professional, quality, and comfortable educational environment for students.This role demands a dynamic individual who excels in a fast-paced setting, demonstrating initiative and a proactive approach to responsibilities.

As such, you will be responsible for:

Key Responsibilities:

Operations:

• Scheduling exams: Organise and coordinate exam schedules efficiently.
• Administering test sessions: Oversee and manage the execution of test sessions.
• Classroom setup: Prepare classrooms for educational activities, ensuring a conducive learning environment.
• Imaging of student PC’s: Manage the imaging process for student computers.
• Weekend site duty: Participate in weekend shifts to address any operational requirements.
• Student assistance: Provide support to students when senior staff are unavailable.

Customer Service and Credit Control:

• Assist the Sales Team: Support the Sales Team with various administrative tasks, ensuring smooth workflow and efficient operations.
• Update and maintain CRM system: Ensure accurate and relevant customer and sales data in the CRM system.
• Respond to customer inquiries: Handle general customer service inquiries via phone and email in German and English.
• Generate and manage invoices: Create and manage invoices and credit notes, maintaining meticulous records.
• Follow up on payments: Ensure timely processing of payments by following up on payment details within strict deadlines.
• Initiate enrolment communications: Send enrolment emails and conduct follow-up calls to confirm receipt and understanding of crucial information.
• Collaborate with Regional Team: Work closely with the CS & Operations Teams across all Training Centres, fostering effective teamwork and communication.
• Microsoft ESI Administration
• Credit Reform Administration

What we’re looking for

To be successful in this role you will need to have a proven track record in the following areas:

Knowledge/Experience:

• Excellent English and German language skills.
• Strong analytical skills with attention to detail in reporting and administration.
• Experience working collaboratively in a team.
• Prior experience in office-based customer support and administration, demonstrating a strong understanding of sales processes and customer interactions.
• Proficiency in using CRM systems and Accounts software.

Skills/Qualifications:

• Excellent time management, organisational, and planning skills.
• Keen attention to detail in reporting and administration.
• Strong interpersonal skills and the ability to build and maintain positive client relationships.
• Proactive attitude and ability to think ahead in a dynamic environment.
• Self‑motivated with high energy levels and a strong commitment to responsibilities.
• Maintains constant communication with main offices in the U.K.
• Adaptable and responsive to the varying demands of the role.
• Presents self in a responsible and mature manner.
• Demonstrated initiative and willingness to engage in a diverse range of tasks.
• IT literacy with experience using CRM and Accounts systems, showcasing technical proficiency in relevant software tools.

Please note that the successful candidate will be required to undergo a credit check.

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