Customer Service Executive

What's On In Doncaster; Doncaster; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading company in Doncaster is seeking an Operations & Customer Service Executive. The role focuses on delivering exceptional customer service, maintaining client relationships, and providing administrative support to ensure a seamless customer journey.

Qualifications

• Experience working in a customer service position.

Responsibilities

• Provide exceptional service to customers.
• Deliver accurate and detailed administrative support.
• Handle customer queries in a timely manner.

Skills

Communication

Attention to Detail

Customer Service

Job description

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Doncaster, Yorkshire and the Humber, United Kingdom

Paragon Scotland Limited, specialises in providing a full suite ofmanagement services tailored to meet the unique needs of thebusinesses we work with. Integrating with the brands we work with, ouraim is to deliver outstanding services in administration, marketing,operations, and sales.

Touchstone Education is a leading educationprovider which changes lives across the UK. We are a fast pacedCompany where no two days are the same, and due to our rapid growth,have an exciting opportunity for an Operations & Customer ServiceExecutive to join the team.

As the Operations & CustomerService Executive, you will play a critical role to ensure thatcustomers receive excellent service, building and maintainingrelationships and supporting the wider department to meet and exceedtargets. You will collaborate with both internal and externalstakeholders to ensure a seamless customer journey, maintaining theextensive client database with accuracy.

Responsibilities

Provide exceptional service to customers

• Onboard new customers to the programme, providing welcomeinformation and arranging introductory calls.
• Be the firstpoint of contact for customers, providing information about products,services and system usage.
• Build and maintain relationshipswith clients, supporting them on their journey throughout theprogramme.
• Conduct daily customer care calls as part of thecustomer service plan, ensuring access has been granted to theironline portal.
• Communicate with customers by variouschannels including phone, email, webchat and Whatsapp.
• Identify tasks and activities critical to ensuring customersatisfaction levels are met.
• Ensure that responses to allcustomers are dealt with, within the agreed SLA’s.
• Ensurelive webinars are streamed efficiently through Demio, supportingtrainers/customers with any technical difficulties

Deliver accurate and detailed administrative support

• Assist with the delivery of events, webinars andseminars, ensuring a seamless event.
• Create and maintaindetailed and accurate records of customer contact includingcomplaints, resolutions and any follow up actions required.
• Streamline processes to improve efficiency, mitigating the risk oferrors and ensure completion of tasks.
• Monitor reviewsacross platforms and respond to comments and messages.

Handle customer queries in a timely manner

• Acknowledge customer queries and complaints
• Resolvecustomer complaints during the initial interaction wherever possible,minimising the need for follow up contact.
• Identify complexor sensitive complaints efficiently, escalating to the senior teammember as required.
• Provide accurate, first-time rightresponses to enquires or queries, escalating where required.
• Maintain clear communications throughout the process,providing timely updates and setting clear expectations.

Work collaboratively across departments

• Workcross functionally with departments involved in the customer journey.
• Share and adopt best practices from departments to enhanceservice and consistency to our customers.
• Engage regularlywith cross functional teams to identify opportunities to proactivelyaddress customer needs.
• Align departmental goals andstrategies to ensure a cohesive approach

Skills/Qualifications

• Excellent communicationskills both written and verbal
• Strong attention to detail
• Experience working in a customer service position

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