Job Details
Job Ref: 215057184
Date: 2021-11-02 16:06:20
Do you have experience working with high value clients and managing a team?
This could be the perfect role for you!
Our client, a leading, global technology company are looking for someone to join their team as a Client Success Team Leader in Marlow, Bucks!
Working 8.30am-6.00pm, this fantastic organisation offers a competitive salary and some great benefits.
You will be responsible for delivering the best customer experience, whilst overseeing and supporting the Client Success team (6 people).
Key responsibilities:
* Resolving customer account queries
* Working closely with the clients and our internal teams to ensure all services are performed correctly and on time, and meet the relevant criteria.
* Help maintain relationships with our fulfilment customers and execute a “best in class” service that will lead to further success.
* Deliver operational account support to fulfilment customers.
* Monitoring account activities to ensure we achieve the agreed SLA’s.
* To be ‘first point of contact’ for the Client Success team.
* Ensure deadlines are met and all records/logs are kept up to date.
* Daily interaction with customers via. phone and email (when necessary).
* Provide support and solutions to customer queries.
* Identify and ensure delivery of process efficiencies to further enhance the services we offer our clients.
* Ensure customer SLAs are recorded and issued on a monthly basis.
* Liaise in a professional manner with the relevant departments and clients.
* Resolve customer account issues in a timely manner.
* Proactively manage orders that are on hold / back orders and ensure clients are aware of any reoccurring address issues / stock issues.
* Provide feedback to team when required to ensure we create a continuous learning environment.
* Manage carrier and customer claims (including the issuing of credits).
* Support on relevant projects and be willing to take the lead if required.
* Any other relevant duties as required.
You will need:
* Experience managing staff.
* Exposure and experience of customer service, administration and communicating with high value clients.
* Must be confident in use of MS Office.
* Self- driven
* Great communication
* Results- orientated
* Able to adapt to change
* Keen for new experience
* Must have a driving licence and be prepared to travel occasionally to meet clients
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