Customer Service Executive

Paragon Scotland Limited; Doncaster; On-site; GBP 25,000 - 35,000; Full time

Job summary

A fast-paced education provider in the UK is seeking an Operations & Customer Service Executive. This role involves ensuring excellent customer service, maintaining client relationships, and providing administrative support. Join a growing team dedicated to enhancing customer experiences.

Qualifications

• Experience in a customer service role.

Responsibilities

• Provide exceptional service to customers and onboard new clients.
• Deliver accurate administrative support and maintain records.
• Handle customer queries promptly and collaborate across departments.

Skills

Communication

Attention to Detail

Customer Service

IT Systems

Job description

Paragon Scotland Limited specializes in providing a full suite of management services tailored to meet the unique needs of the businesses we work with. Our aim is to deliver outstanding services in administration, marketing, operations, and sales by integrating with the brands we collaborate with.

Touchstone Education is a leading education provider dedicated to changing lives across the UK. As a fast-paced company experiencing rapid growth, we have an exciting opportunity for an Operations & Customer Service Executive to join our team.

As the Operations & Customer Service Executive, you will play a crucial role in ensuring customers receive excellent service, building and maintaining relationships, and supporting the wider department to meet and exceed targets. You will collaborate with internal and external stakeholders to ensure a seamless customer journey and maintain the extensive client database with accuracy.

Responsibilities

1. Provide exceptional service to customers
   • Onboard new customers to the programme, providing welcome information and arranging introductory calls.
   • Be the first point of contact for customers, providing information about products, services, and system usage.
   • Build and maintain relationships with clients, supporting them throughout their journey.
   • Conduct daily customer care calls as part of the customer service plan, ensuring access has been granted to their online portal.
   • Communicate with customers via phone, email, webchat, and WhatsApp.
   • Identify critical tasks and activities to ensure customer satisfaction.
   • Respond to all customer inquiries within the agreed SLAs.
   • Support live webinars through Demio, assisting trainers and customers with technical issues.
2. Deliver accurate and detailed administrative support
   • Assist with the organization of events, webinars, and seminars, ensuring smooth execution.
   • Create and maintain detailed records of customer interactions, complaints, resolutions, and follow-up actions.
   • Streamline processes to enhance efficiency and reduce errors.
   • Monitor and respond to reviews across platforms.
3. Handle customer queries promptly
   • Acknowledge customer questions and complaints.
   • Resolve issues during the initial contact whenever possible.
   • Identify complex or sensitive issues and escalate to senior team members.
   • Provide accurate, first-time right responses, escalating as necessary.
   • Maintain clear communication, providing timely updates and setting expectations.
4. Collaborate across departments
   • Work cross-functionally with teams involved in the customer journey.
   • Share best practices to improve service consistency.
   • Engage regularly with teams to proactively address customer needs.
   • Align departmental goals for a cohesive approach.

Skills and Qualifications

• Excellent written and verbal communication skills
• Strong attention to detail
• Experience in a customer service role
• Proficiency in IT systems