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