Job Ref: 215769112

Date: 2022-02-09 09:25:39

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What's the role?

We're looking for a bilingual Customer Service and delivery co-ordinator – Danish Essential/Swedish desirable – (You MUST have experience utilising your skilled language within a Customer Service role to be considered for this opportunity) The Co-ordinator will assist customers with all customer services; across voice, emails and any other contact channels, both in and outbound – resolving issues, exceeding Customer expectation in a professional manner and pro-actively work under the direction of the Manager to improve both the internal and external Customer Experience.

Key Responsibilities:

Effective customer interaction or contact, engaging with the Customer, following processes in a professional & timely manner
Balance the quality of the Customer experience, with timely resolution of the Customer needs
Pro-actively use experience and knowledge to offer solutions and troubleshoot Customer queries, identify sales opportunities
Achieve or exceed KPIsRequirements / Skills:

Passionate about the Customer Experience
Excellent written, verbal, listening, interpersonal and problem solving skills
Strong empathy along with an awareness of Customer / User loyalty drivers
Fluency / proficiency in English and Danish, desirable for additional languages including Swedish, Norwegian, Finnish. Qualified to C1 or native fluency level; ideally multi-lingual.The role

Customer Service

Process bookings in our CRM that come in from our sales team based in Denmark
Be the point of contact for any questions delegates may have post sale
Raise invoices/credit notes
Chase payment details and payments within strict deadlines
Send enrolment communication to all course attendeesOperations

Following a course blueprint, you will be responsible for ensuring everything is ordered to ensure a world class course delivery. This will include but not be limited to ordering courseware, exam vouchers, lab bookings along with the creation of enrolment documentation
If needed, you will be required to find a suitable local location to deliver a training course that fits with our course delivery planogram and standards. This could be anywhere across the Nordic region
Where on-site delivery support is needed, you will required to travel in person to the location in order to help support, set up and project manage the delivery to ensure the customer experience is the very best it can be

Where will I be based?

You will be based at our UK Training Centre in Wyboston Lakes, located between Bedford, Cambridge and Milton Keynes for the majority of the week with 1 or 2 days working from home. You will work closely with our UK Operations team who will ensure that you are supported every step of the way in this exciting new role.

Our company

Firebrand is a training company with a unique approach. Since 2001, we have enabled over 70,000 students to develop valuable digital skills through our accelerated training programmes, and for the last eight years have been recognised amongst the Top 20 IT Training Companies in the World.

Our courses enable professional development and certification on behalf of some of the biggest names in the industry – Microsoft, Cisco and (ISC)2 among them – and are designed to keep pace with the continually changing landscape of the digital marketplace. From the delivery of our first training course to the successful business we are today, we have continued to grow and develop the products and programmes we offer.

The key to our success is the people we hire. We place great value on attracting and retaining great talent (there are several members of staff who have been with Firebrand for more than five years and some as long as 15) and great importance on differentiating ourselves from the competition. While our approach to what we do is always professional, the strong belief in our company Code, creates a working environment which is friendly and informal and most of all encouraging

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