Supports customers by answering a wide range of questions, troubleshooting, resolving complaints, and providing guidance related to Lightning Source service offerings.
Essential Job Duties:
1. Acts as the primary and oftentimes sole point of contact for customers.
2. Manages customer relationship interfacing between the customer and other departments such as sales, premedia, and operations.
3. Increases sales volume via clarification of special offerings and upselling.
4. Deals with all publisher queries efficiently and accurately on the phone, email, and chat.
5. Ensures customer questions and concerns are resolved with a satisfactory resolution.
6. Manages new and outstanding customer requests, responding to emails and providing updates in a timely manner.
7. Maintains up-to-date and accurate knowledge of the full range of Ingram services to advise customers appropriately.
8. Uses a wide variety of internal systems and platforms to record and action customer requirements accurately.
9. Liaises with internal teams across US, UK, and AU as necessary to meet customer needs.
10. Supports sales growth through effective upselling.
11. Provides support and answers questions for third-party customer service agents to ensure a positive customer experience.
12. Attends recurring virtual meetings with customers to provide high-level service and support.
13. Maintains knowledge of industry best practices and customer success components, such as metadata optimization and file creation compliance.
Other Duties:
* Performs any other duties as required by managers, in line with role and responsibilities.
Qualifications:
Experience:
* Minimum of three years’ work experience in a related industry/field.
Education:
* O Level/GSCE level education required.
Skills:
* Strong oral and written communication skills.
* Ability to manage workload by establishing priorities.
* Ability to operate successfully within a fast-paced environment.
* Critical thinking skills in ambiguous situations.
* Ability to handle accounts with minimal supervision.
* Flexibility to adapt to frequent change with minimal impact on productivity.
* Multitasking ability based on workflow demands.
* Proficiency in English (speaking, reading, writing).
* Ability to develop and maintain constructive working relationships.
* Effective judgment, sensitivity, and creativity to changing needs.
* Consistent, punctual, and regular attendance.
* Courteous communication over the phone, electronically, or in person.
* Active listening skills with coworkers, management, and clients.
* Attention to detail and knowledge of company policies and procedures.
* Ability to apply new knowledge, technology, and procedures.
* Ability to meet and maintain performance standards.
* Full-time availability during normal operating hours.
Essential Physical Demands:
* Flexible working hours.
* Standard office environment; mainly sedentary work.
* Ability to travel if required.
Additional Information:
Perks/Benefits:
* Competitive salary.
* Generous holiday allowance plus Public Holidays.
* Company Superannuation Scheme.
* Company Sick Pay Scheme.
* Opportunities for professional development and training.
* Business casual dress code, dress-down Fridays.
* Free onsite parking.
* Snack and drink vending machines on site.
* Service awards.
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