Customer Success Advisor - Swindon, United Kingdom - Improve International Ltd

Improve International Ltd

Verified Company

Swindon, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Improve International was established in 1998 by a group of veterinary surgeons from across the UK. We run Continuous Professional Development training from veterinary professionals to help develop the skills and knowledge required in practice. Our programmes utilise a combination of review lectures, case-based discussion and, where applicable, hands-on practical sessions. Within Improve we also have 'The International School of Veterinary Postgraduate Studies (ISVPS)'. ISVPS is dedicated to providing veterinary surgeons, nurses and technicians with high quality, achievable qualifications that are recognised internationally. We are an international organisation with offices in the UK and Portugal.

Job Purpose:

A Customer Success Advisor is the first point of contact for our customers who have any queries.

The Customer Success Advisor will ensure excellent service standards, respond efficiently to customer inquiries, maintain high customer satisfaction, and follow up to resolve any issues with their customers experience.

Key Responsibilities:

Ensure customer satisfaction and provide professional customer support.
Maintaining a positive, empathetic, and professional attitude toward customers at all times.
Responding promptly to customer inquiries.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Knowing our products inside and out so that you can answer questions.
Keeping records of customer interactions, transactions, comments, and complaints.
Communicating and coordinating with colleagues and other departments as necessary.
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Meet personal/team KPI targets and call handling quotas
Go the extra mile to engage customers
Advise on company information
Act as the company gatekeeper
Providing feedback on the efficiency of the customer success process.
Compile reports on overall customer satisfaction

Requirements:

Proven customer success experience
Strong phone contact handling skills and active listening
Familiar with CRM systems and practices
Competent IT skills, use of Microsoft office and ability to learn new systems
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills (written and oral)
Ability to multitask, prioritize and manage time effectively
Ability to resolve conflict
Positive attitude and solution focused
Adaptability
Ability to work under pressure
Experience in the education sector desirable but not essential
Flexibility within a rapidly evolving business