Join to apply for the Customer Support Specialist role at Terryberry.
As a Customer Support specialist, you will play a vital role in providing exceptional front-line support throughout the customer journey. Your primary focus will be to understand customer needs, ensuring accountability for customer retention, success, and satisfaction. You will manage customer accounts, meeting service level agreements (SLAs) such as first-time resolution and response times, while working closely with internal teams to provide seamless support.
Key responsibilities include working within Salesforce ticketing to resolve customer issues, managing invoicing through Sage 200, and providing client administration support. You will also be responsible for updating and reporting to clients during operational reviews, ensuring that collaboration between departments delivers the best possible customer experience.
Responsibilities
* To provide outstanding front-line customer support through the customer\'s journey and to fully understand the needs of the customer.
* Accountability, retention, and success of customer accounts.
* SLAs including first time resolution, response times, and customer satisfaction.
* Team support and interdepartmental collaboration.
* Working within Salesforce ticketing system to champion customer issues to resolution within agreed SLAs.
* Invoicing through Sage 200 as per agreed invoicing schedules.
* Client admin support as required, including user uploads, MailChimp communications, and MI reports.
* Own customer updates and reporting to clients during operational reviews as per agreements.
* Interdepartmental collaboration with other teams to give the customer the best support journey from start to finish.
Skills
* Excellent communications skills, verbal, written, physical, and virtual.
* Customer relationship management.
* Efficient at problem solving and making informed decisions.
* Organised, methodical with attention to detail.
* Proactive, positive, and flexible.
Experience
* GCSE Maths Grade C or above or equivalent qualification.
* GCSE English Grade C or above or equivalent qualification.
* Experience using Microsoft Office programs and knowledge of basic computer systems.
* ITIL, Salesforce, and Sage 200 knowledge preferable.
Join us as a Customer Specialist and be part of a dynamic team committed to delivering exceptional service!
Seniority level
* Entry level
Employment type
* Full-time
Industries
* Human Resources Services
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