Client Services Coordinator

Ingram Content Group; Stony Stratford; On-site; GBP 25,000 - 35,000; Full time

Job summary

Ein etabliertes Unternehmen sucht einen engagierten Kundenservicemitarbeiter, der die Kundenanfragen professionell bearbeitet und eine positive Kundenerfahrung gewährleistet. In dieser Rolle sind Sie der Hauptansprechpartner für Kunden und arbeiten eng mit verschiedenen Abteilungen zusammen, um deren Bedürfnisse zu erfüllen. Sie werden in einem dynamischen Umfeld arbeiten, in dem Flexibilität und effektive Kommunikation entscheidend sind. Diese Position bietet Ihnen die Möglichkeit, Ihre Fähigkeiten in einem unterstützenden Team weiterzuentwickeln und zur Steigerung des Geschäftserfolgs beizutragen. Wenn Sie leidenschaftlich daran interessiert sind, Kunden zu helfen und eine positive Beziehung aufzubauen, ist dies die perfekte Gelegenheit für Sie.

Benefits

Unternehmensrente

Krankenstandszahlung

Fortlaufende berufliche Entwicklung

Business Casual Dresscode

Kostenlose Parkplätze

Snack- und Getränkeautomaten vor Ort

Qualifications

• Mindestens drei Jahre Erfahrung in einem verwandten Bereich.
• Starke mündliche und schriftliche Kommunikationsfähigkeiten.

Responsibilities

• Beantwortung von Kundenanfragen und Lösung von Beschwerden.
• Verwaltung der Kundenbeziehungen zwischen Kunden und anderen Abteilungen.
• Unterstützung beim Verkauf durch Upselling.

Skills

Kommunikationsfähigkeiten

Prioritäten setzen

Kritisches Denken

Flexibilität

Multitasking

Aktives Zuhören

Detailgenauigkeit

Education

Drei Jahre Berufserfahrung in einem verwandten Bereich

Job description

Supports customers by answering a wide range of questions, troubleshooting, resolving complaints, and providing guidance related to Lightning Source service offerings.

• Acts as the primary and oftentimes sole point of contact for customers.
• Manages customer relationship interfacing between the customer and other departments such as sales, premedia, and operations.
• Increase sales volume via clarification of special offerings and upselling.
• Deals with all publisher queries efficiently and accurately on the phone, email and chat.
• Ensures customer questions and concerns are resolved with a satisfactory resolution.
• Manages new and outstanding customer requests, responding to emails and providing updates in a timely manner.
• Maintains up-to-date and accurate knowledge on the full range of Ingram services, to be able to advise customers appropriately.
• Uses a wide variety of internal systems and platforms to ensure customer requirements are recorded and actioned accurately.
• Liaison with internal teams across US, UK, and AU as necessary to meet the needs of the customer.
• Support the drive for sales growth via effective execution of upselling.
• Provide support and answer questions for third-party customer service agents, resulting in a positive customer experience.
• Attend recurring virtual meetings with customers to provide white-glove level of service and support.
• Maintain knowledge of industry best practices and components of customer success, such as metadata optimization and file creation compliance.

Other Duties:

• Any other duties as required in line by managers from time to time, and commensurate with role and responsibilities

Qualifications

Experience:

• Minimum of three years’ work experience in a related industry/field.

Education:

Skills:

• Possess strong oral and written communication skills
• Manage workload by establishing priorities
• Ability to operate successfully within a fast-paced environment
• Ability to think critically in ambiguous situations
• Handle accounts with minimum supervision
• Flexibility is critical – must be able to adapt to frequent change with little or no negative impact to productivity
• Ability to be flexible/multi-task based on workflow demands
• Ability to speak, write and read the English language
• Ability to develop constructive and cooperative working relationships with others, and maintain them over time
• Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations · Ability to maintain consistent, punctual and regular attendance
• Ability to receive and give information in a courteous manner over the telephone, via electronic communication or in person
• Ability to engage in active listening with coworkers, management and clients/customers
• Attention to detail · Knowledge of organization, operating procedures and policies of the company
• Ability to apply new knowledge, technology and procedure to job responsibilities
• Ability to meet and maintain performance objectives (standards)
• Ability to maintain a full-time work schedule during normal company operating hours

Essential Physical Demands:

• Ability to work flexible hours.
• Standard office environment and mainly sedentary work.
• Ability to travel if required.

Additional Information

• Company SuperannuationScheme
• Company Sick Pay Scheme
• Continuous Professional Development and Training Opportunities
• Business Casual dress code, dress down Fridays
• Free onsite parking
• Snack and Drink Vending machines on site