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Doncaster, Yorkshire and the Humber, United Kingdom
Paragon Scotland Limited
Posted today
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Full Job Description
Paragon Scotland Limited specializes in providing a full suite of management services tailored to meet the unique needs of the businesses we work with. Integrating with the brands we work with, our aim is to deliver outstanding services in administration, marketing, operations, and sales.
Touchstone Education is a leading education provider which changes lives across the UK. We are a fast-paced company where no two days are the same, and due to our rapid growth, we have an exciting opportunity for an Operations & Customer Service Executive to join the team.
As the Operations & Customer Service Executive, you will play a critical role in ensuring that customers receive excellent service, building and maintaining relationships, and supporting the wider department to meet and exceed targets. You will collaborate with both internal and external stakeholders to ensure a seamless customer journey, maintaining the extensive client database with accuracy.
Responsibilities
* Provide exceptional service to customers, including onboarding new customers, providing welcome information, and arranging introductory calls.
* Be the first point of contact for customers, providing information about products, services, and system usage.
* Build and maintain relationships with clients, supporting them throughout their journey.
* Conduct daily customer care calls as part of the customer service plan, ensuring access has been granted to their online portal.
* Communicate with customers via phone, email, webchat, and WhatsApp.
* Identify critical tasks to ensure customer satisfaction levels are met.
* Respond to all customer inquiries within the agreed SLAs.
* Support live webinars through Demio, assisting trainers and customers with technical issues.
Deliver accurate and detailed administrative support
* Assist with the delivery of events, webinars, and seminars, ensuring seamless execution.
* Create and maintain detailed and accurate records of customer contacts, complaints, resolutions, and follow-up actions.
* Streamline processes to improve efficiency and reduce errors.
* Monitor reviews across platforms and respond to comments and messages.
Handle customer queries promptly
* Acknowledge customer queries and complaints.
* Resolve complaints during initial contact where possible, minimizing follow-up.
* Escalate complex or sensitive issues to senior team members as needed.
* Provide accurate, first-time responses to inquiries, escalating when necessary.
* Maintain clear communication, providing timely updates and setting expectations.
Collaborate across departments
* Work cross-functionally with teams involved in the customer journey.
* Share best practices to enhance service quality and consistency.
* Engage with teams regularly to proactively address customer needs.
* Align departmental goals for a cohesive approach.
Skills/Qualifications
* Excellent written and verbal communication skills
* Strong attention to detail
* Experience in customer service roles
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