Customer Success Representative - Chorley, United Kingdom - Industria Systems UK Ltd

Description

Would you thrive in a dynamic mission-led company with agile and open management that is driven by a common purpose and goal?

Are you a super-efficient, super-creative passionate Customer Success Representative ready for a high impact role with a highly ambitious SLT in a rapidly growing business?

In less than 10 years this highly motivated team have created an Industry leading Software Platform that is now setting the standard for compliance software in the energy efficiency ECO and renewable industry.

Our people are VERY important to us and our aim as we grow is to build teams that are happy, energised and engaged as we drive the company towards a new future.

How we see the role:

Working as part of the Customer Success team to deliver an awesome, consistent, and personalised customer experience every time, providing first-in-class customer onboarding and training to ensure our customers get the best out of our bespoke platform, and all of its features.

Key tasks include;

• Raise, manage and update all customers via tickets and calls to ensure all users' feedback/issues are being actively reviewed and worked on to create a seamless customer experience.
• Assist with the onboarding of all new customers to ECO Surv and its services, upselling where opportunities were viable.
• Deliver successful on and offsite training & optimisation plans for all new and existing customers, looking to improve our processes and messaging via marketing tools continuously.
• Manage a consistent pipeline of valid appointments, utilising marketing to build on opportunities.
• Build and maintain strong relationships with clients, serving as their main point of contact and trusted advisor.
• Understand and document clients' business goals and objectives to deliver tailored solutions.
• Conduct regular checkins and communicate proactively to ensure client satisfaction and identify areas for improvement.

Any other duties;

• Abide by all Health and Safety procedures and Company operating procedures in daytoday activities.
• Participate in training sessions as required
• Any other duties commensurate with the level of this post as required by management

Do you have:

• Experience in a customer service role
• Excellent customer service skills
• Experience using ticket management platforms
• Excellent written and communication skills
• Complaint resolution
• Good knowledge of Microsoft platforms

Nice to have experience:

• Experience in supporting and/or using bespoke software platforms
• Experience in the ECO industry

Job Types:
Full-time, Permanent


Salary:
£23,000.00-£25,000.00 per year


Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Enhanced maternity leave
• Enhanced paternity leave
• Flexitime
• Free parking
• Gym membership
• Health & wellbeing programme
• Onsite parking
• Paid volunteer time
• Sick pay

Schedule:

• Flexitime
• Monday to Friday
• No weekends

Ability to commute/relocate:

• Chorley: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer service: 1 year (preferred)

Work Location:
In person