CRM-Savvy Client Support Specialist

Professional Personnel Management Ltd

Coventry

On-site

GBP 23,000 - 32,000

Full time

6 days ago

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Job summary

Professional Personnel Management Ltd is recruiting for a Customer Service Advisor to join a client’s team on a full-time, permanent basis. You will be the first point of contact for clients, delivering a professional and efficient service while handling inquiries and support tickets.

Working Monday to Friday, 8:00am to 5:00pm, you will report to the Customer Success Manager and be responsible for maintaining CRM records, hitting KPIs and ensuring high levels of client satisfaction.

Qualifications

Experience in customer service or client-facing roles is advantageous.
Strong verbal and written communication skills.
Excellent IT and organisational skills.
Ability to prioritise workload and meet KPIs.
Attention to detail and accuracy in records.

Responsibilities

Handle and resolve client support tickets and enquiries efficiently.
Ensure KPIs are met, including response times and client satisfaction.
Accurately record all client interactions and updates on the CRM system (Freshdesk).
Monitor inbound logs and communicate with clients regarding penalties or quarantined items.
Manage a range of miscellaneous client enquiries.
Ensure clients understand and follow the correct processes.
Work with colleagues across departments to resolve issues and achieve client outcomes.
Maintain a professional and customer-focused approach at all times.
Prioritise workload to consistently meet KPIs.