Job Overview
We are a dynamic and growing IT Managed Service Provider (MSP) seeking a proactive and personable Customer Relationship Assistant to join our client services team. This role is pivotal in ensuring our clients receive exceptional service and support, acting as a bridge between technical teams and customers. You'll be the first point of contact for client queries, helping to build trust, resolve issues, and maintain long-term relationships.
This is an ideal opportunity for someone who thrives in a fast-paced tech environment, enjoys problem-solving, and values customer satisfaction.
Responsibilities
* Client Communication: Serve as the primary liaison for client inquiries, ensuring timely and professional responses via phone, email, and ticketing systems.
* Service Coordination: Work closely with technical teams to schedule support, follow up on service requests, and ensure SLAs are met.
* Relationship Management: Build and maintain strong relationships with clients, understanding their business needs and ensuring satisfaction with our services.
* Issue Resolution: Track and escalate client issues appropriately, ensuring resolution and documenting outcomes.
* Account Administration: Assist with onboarding new clients, updating CRM systems, and maintaining accurate client records.
* Reporting & Feedback: Generate client service reports, gather feedback, and contribute to continuous improvement initiatives.
* Support Sales & Renewals: Collaborate with sales and account managers to support contract renewals, upselling opportunities, and client retention strategies
Qualifications
* Minimum 2 years' experience in a customer service or client-facing role, ideally within IT or technology services.
* Familiarity with IT service management (ITSM) tools and CRM platforms is a plus.
* Basic understanding of IT services such as cloud computing, cybersecurity, networking, and software support.
* Ability to translate technical language into customer-friendly communication.
* Excellent verbal and written communication.
* Strong interpersonal skills with a customer-first mindset.
* Ability to manage multiple tasks and priorities efficiently.
* Detail-oriented with strong follow-up and documentation habits.
* Proactive approach to identifying and resolving client issues.
* Comfortable working independently and as part of a team.
* Proficiency in Microsoft Office Suite (Outlook, Excel, Word).
* Experience with ticketing systems (e.g., Zendesk, Freshdesk, ConnectWise) is desirable.
Job Type: Part-time
Pay: From £24,000.00 per year
Expected hours: 20 per week
Benefits:
* Company pension
* Flexitime
* Work from home
Work Location: In person