Customer Service Assistant - Southampton, United Kingdom - Access2Learn

Access2Learn

Verified Company

Southampton, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

JOB DESCRIPTION CUSTOMER SERVICE ASSISTANT

Job aim:
Brief summary of the primary job purpose.

Perform a wide range of customer service activities, along with administrative, and basic facility management tasks; for the company, to facilitate the efficient operation of the business.

Main tasks and responsibilities:
Responsible to the Admin Manager and Chief of Staff for the below tasks and duties

Customer Service responsibilities:

Book DSA Assessments, in accordance with resource availability and effective deployment
Conduct all Post Assessment administration, e.g. sending of needs assessment reports, retrieving and uploading all post assessment documents to records and effective query management
Responsible for effective and successful full query management (see below point)
To be first point of contact for all Queries; to provide confirmation of receipt of query, entering details into record; to take necessary action to provide answer/solution (predominately through liaising with Assessors) and communicate with the customer
Monitor all Pre and Post Assessment cases/records within the system to ensure they move through the delivery stages efficiently, and chase work when needed
Ensure the accurate and completion of customer records on the central database system
Retrieving, uploading and sharing relevant Pre-Assessment customer documents
Support the whole DSA needs assessment administration process in accordance with guidelines, KPIs and the company's service standards and agreements
Prioritise workload to ensure full cover of inbound communications and planned work is completed along with day to day requirements

Facility responsibilities:

Responsible for the clearing of all refuse and recycling
Responsible for ensuring the central administration office and assessment refreshment facilities are kept clean and tidy
Responsible for the collection and distribution of incoming post, and the dispatching of outbound post
Responsible for acting as point of reception and greeting to visitors at the central administration office
Carry out any other undertaking inline with the span of the post as requested by line manager and/or Directors

Education and experience:
The required qualifications, necessary knowledge and practical experience to perform the job.

Customer Service:

Relevant experience in customer service/administrative support roles
Proven knowledge of clerical and administrative procedures
A good level of English spelling and grammar
Knowledge of Microsoft Office software
Relevant experience working with customer record systems and data entry duties
Experience of working in a fast paced and demanding working environment

Key competencies:
The competencies skills and abilities that an employee must have to successfully perform the job.

Excellent communication and interpersonal skills written and verbal
Planning and organising skills
Superior attention to detail and accuracy
Solid communication skills, both written and verbal
Computer skills, particularly with Microsoft suite, corporate databases
Problem solving, analytical and critical thinking skills
Flexibility and Adaptability
Teamwork
Integrity and Honesty
Familiarity with business principles and practices, especially confidentiality, Data protection and privacy
Ability to work autonomously, manage priorities, and workload with confidence
Ability to remain calm under pressure and to handle difficult and/or sensitive customers and issues