Client Experience Lead — Hybrid Support & Accounts

Vermelo RPO; Tunbridge Wells; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

VisionTrack is seeking a Customer Experience Advisor based at Tunbridge Wells with hybrid working after the first month. You will be the first point of contact for visitors, calls and emails, handling orders, quotations and invoicing while supporting Account Management and maintaining SLAs.

You will coordinate with Operations, Logistics, Finance and Technical teams to ensure a high standard of customer service and a proactive approach to customer care.

Qualifications

• Strong administration and customer service experience.
• Detail-oriented with right-first-time approach.
• Experience producing reports and monitoring SLAs.

Responsibilities

• First point of call for visitors & phone calls and emails - ensuring customer service of a high standard.
• Process customer orders, quotations and pro forma invoices accurately and efficiently.
• Provide administrative support, reporting and account updates for key customers.
• Monitor customer SLAs and produce service performance reports.
• Manage RMAs through the ticketing system and coordinate resolutions with Tech Support.
• Support accurate invoicing, billing queries and credit reduction initiatives.
• Support customer sales enquiries, product recommendations and quotation requests.
• Work closely with Operations, Logistics, Finance, Billing and Technical teams.

Skills

Administration experience

Customer service

Account support

Reporting

SLA management

Stakeholder management

Excel & Outlook

Team collaboration

Teams

Tools

Ticketing system

Microsoft Teams

Job description

VisionTrack is seeking a Customer Experience Advisor based at Tunbridge Wells with hybrid working after the first month. You will be the first point of contact for visitors, calls and emails, handling orders, quotations and invoicing while supporting Account Management and maintaining SLAs.

You will coordinate with Operations, Logistics, Finance and Technical teams to ensure a high standard of customer service and a proactive approach to customer care.