Customer Service Executive

JR United Kingdom; Doncaster; On-site; GBP 24,000 - 30,000; Full time

Job summary

A leading education provider in the UK is seeking an Operations & Customer Service Executive to enhance customer experience. The role involves onboarding customers, providing exceptional service, and supporting administrative tasks. Ideal candidates will have excellent communication skills and a strong attention to detail, contributing to a seamless customer journey.

Qualifications

• Excellent communication skills, both written and verbal.
• Strong attention to detail.
• Experience working in a customer service position.

Responsibilities

• Provide exceptional service to customers.
• Onboard new customers and manage their queries.
• Deliver accurate administrative support and maintain records.

Skills

Excellent communication skills

Strong attention to detail

Customer service experience

Job description

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

Touchstone Education is a leading education provider that changes lives across the UK. We are a fast-paced company where no two days are the same. Due to our rapid growth, we have an exciting opportunity for an Operations & Customer Service Executive to join the team.

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

Responsibilities

1. Provide exceptional service to customers
2. Onboard new customers to the programme, providing welcome information and arranging introductory calls.
3. Be the first point of contact for customers, providing information about products, services, and system usage.
4. Build and maintain relationships with clients, supporting them throughout their journey in the programme.
5. Conduct daily customer care calls as part of the customer service plan, ensuring access has been granted to their online portal.
6. Communicate with customers via various channels including phone, email, webchat, and WhatsApp.
7. Identify tasks and activities critical to ensuring customer satisfaction levels are met.
8. Ensure responses to all customers are dealt with within the agreed SLAs.
9. Ensure live webinars are streamed efficiently through Demio, supporting trainers and customers with any technical difficulties.

Deliver accurate and detailed administrative support

1. Assist with the delivery of events, webinars, and seminars, ensuring a seamless experience.
2. Create and maintain detailed and accurate records of customer contact, including complaints, resolutions, and follow-up actions.
3. Streamline processes to improve efficiency, mitigate errors, and ensure task completion.
4. Monitor reviews across platforms and respond to comments and messages.

Handle customer queries in a timely manner

1. Acknowledge customer queries and complaints.
2. Resolve customer complaints during the initial interaction whenever possible, minimizing follow-up contact.
3. Identify complex or sensitive complaints and escalate to the senior team as required.
4. Provide accurate, first-time right responses to inquiries or queries, escalating where necessary.
5. Maintain clear communication throughout the process, providing timely updates and setting clear expectations.

Work collaboratively across departments

1. Work cross-functionally with departments involved in the customer journey.
2. Share and adopt best practices from departments to enhance service and consistency for our customers.
3. Engage regularly with cross-functional teams to identify opportunities to proactively address customer needs.
4. Align departmental goals and strategies to ensure a cohesive approach.

Skills/Qualifications

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