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CUSTOMER SUPPORT ANALYST Reading/Hybrid working £25-26k Our client who was founded in 2011 when an experienced group of international procurement leaders noticed a gap in the market for online practical-based education, made by professionals with real-world experience. They embarked on creating unique, high-impact and personalized learning journeys created to improve core skills needed in these roles-efficiency, resourcefulness, and over all performance. RESPONSIBILITES To deal directly with customers either by telephone, e-mail or via video calls. To respond promptly to customer enquiries and requests on tickets that will be logged through Hubspot, our CRM tool. To handle and resolve customer complaints, then escalating to senior management when a resolution cannot be identified, all within agreed KPI guidelines. To obtain and evaluate all relevant information to maintain quality be fitting of a world class support service. To prepare, analyse and distribute customer activity reports relating to learner progression and completion. As part of the Support Team, to communicate and co-ordinate with internal departments SKILLS & EXPERIENCE Proven track record in achieving targets and goals set by managers Initiative,drive and enthusiasm to overcome obstacles or heavy workload Excellent communication skills,both verbal and written English speaking and other languages a benefit Microsoft literate Previous experience using a CRM system and advantage The company offers hybrid working and benefits including: 25 days annual leave, pension, medical insurance, life insurance
CUSTOMER SUPPORT ANALYST Reading/Hybrid working £25-26k Our client who was founded in 2011 when an experienced group of international procurement leaders noticed a gap in the market for online practical-based education, made by professionals with real-world experience. They embarked on creating unique, high-impact and personalized learning journeys created to improve core skills needed in these roles-efficiency, resourcefulness, and over all performance. RESPONSIBILITES To deal directly with customers either by telephone, e-mail or via video calls. To respond promptly to customer enquiries and requests on tickets that will be logged through Hubspot, our CRM tool. To handle and resolve customer complaints, then escalating to senior management when a resolution cannot be identified, all within agreed KPI guidelines. To obtain and evaluate all relevant information to maintain quality be fitting of a world class support service. To prepare, analyse and distribute customer activity reports relating to learner progression and completion. As part of the Support Team, to communicate and co-ordinate with internal departments SKILLS & EXPERIENCE Proven track record in achieving targets and goals set by managers Initiative,drive and enthusiasm to overcome obstacles or heavy workload Excellent communication skills,both verbal and written English speaking and other languages a benefit Microsoft literate Previous experience using a CRM system and advantage The company offers hybrid working and benefits including: 25 days annual leave, pension, medical insurance, life insurance