Customer Success Specialist

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage customer inquiries received through phone, email, live chat, and in-person until resolution is achieved.

• Enhance customer satisfaction, ensure first-time resolutions, and minimize customer effort.

• Serve as the main Customer Service representative for designated strategic accounts.

• Establish and nurture strong customer relationships through effective communication and engagement.

• Act as a trusted advisor and advocate by comprehending customer goals and challenges.

• Oversee customer accounts, proactively address issues and risks, and conduct regular check-ins and account reviews in collaboration with Commercial colleagues.

• Accurately and promptly process orders, invoices, quotes, returns, and claims.

• Resolve product and service-related issues by clarifying concerns, identifying root causes, selecting appropriate solutions, expediting corrections, and providing follow-up.

• Review customer self-service portals and propose enhancements to the content.

• Manage daily business operations and coordinate with other departments.

• Develop and revise Standard Operating Procedures or recommend changes as necessary.

• Maintain up-to-date knowledge of departmental policies, processes, procedures, and systems.

• Provide assistance with departmental tasks, team support, and training initiatives.

• Propose and assist in implementing enhancements to customer satisfaction, productivity, and cost-efficiency.

• Utilize SAP and Salesforce for managing orders, customer interactions, and workflow.

• Work towards established KPIs, targets, and quality assurance standards.

⛳️ Requirements

• Prior experience in Customer Service encompassing a diverse range of tasks.

• Proficiency in Microsoft Office, particularly with advanced Excel skills.

• Experience in working with KPIs/SLA and motivating others to achieve them.

• A solid educational background, including English and Maths.

• Understanding of the functions of related departments and various contacts within and outside Customer Service.

• Advanced expertise in SAP, Salesforce, and other Customer Service systems.

• Capability to act as a super user and test new functionalities.

• Strong understanding of process and product-related issues, with the ability to effectively address customer inquiries.

• Experience in project management.

• Must possess the right to live and work in the UK.

• Must be within a reasonable commuting distance to the Abingdon location due to on-site reporting at least three times a week.

🏝️ Benefits

• Competitive salary.

• Excellent work/life balance with a flexible working culture.

• 25 days of annual leave each year, plus a day off for your birthday.

• Three additional discretionary days off during the holiday season at the end of the year.

• Four paid volunteering days each year.

• Company-funded single cover private medical insurance.

• Employee assistance program providing 24/7 well-being support.

• Share Match plan that grants two free shares for every share purchased.

• Pension scheme.

• Life assurance, along with optical and medical care.

• Resources, incentives, and flexibility to facilitate success at work and maintain a healthy, balanced life.

• Opportunities for innovation and development in areas of interest.

• Flexible working or part-time arrangements may be available.