Customer Operations Generalist – Cases
Department: Customer Operations
Employment Type: Permanent - Full Time
Location: UK - Hybrid
Reporting To: Rabiya Kashif
Description
Your new company
A tech scale up with Big Plans...
When you join Exclaimer you will join a global award winning SaaS provider with an exceptional revenue rate, ambitious growth plans, and an exciting work culture.
Not Heard of us ?
We provide world-class email signature solutions that let organizations of any size achieve brand consistency, legal compliance, and customer engagement on any device. Designed for Microsoft 365, Google Workplace, and Microsoft Exchange, our solutions are used by over 50,000 customers in 150+ countries. Some of these customers include renowned companies such as Sony, Mattel, Bank of America, NBC, the Government of Canada, the BBC, and the Academy Awards. We have over 275 employees worldwide.
As part of this growth we are looking for a Customer Operations Generalist to join our Costumer Operations team.
Key Responsibilities
You will be responsible for triaging and managing the completion of all Partner cases in the CRM quickly & efficiently adhering to the defined processes. Equally you are responsible for the maintaining of the CRM system to ensure accurate client data at all times; carrying out basic administrative tasks to support the wider Sales, Customer Success & the rest of your team in Customer Operations.
* Reviewing (triage) all “Partner & Customer Operations Cases” raised
* Update with the correct details such as subscription ID, contact, account and reasons and sub reasons
* Assign Cases appropriately to the Channel Partner Team, Customer Operations team and Customer Success
* Complete or Escalate all cases related to Partner and Customer Operations
* Assisting with first line customer queries when passed from other departments
* Champion FAQ and Quick Text templates for repeat questions
* Ensuring CRM data remains up to date (Merge, updating account details)
Additional notes
At times you will also be asked to support your wider Customer Ops team in areas such as:
* Renewals
* Cancellations
* Payment Collection / Credit Control
Skills Knowledge and Expertise
* Ideal to have 2 years’ experience in a IT/SaaS environment
* Intermediate to advanced skills in Excel, Word and Outlook
* Attention to detail and numerical accuracy
* Strong communication skills, written and verbal
* Self-motivated team player with a ‘can-do’ attitude
* Ability to manage competing priorities and deliver to deadlines
* Experience with Salesforce CRM is advantageous
* Fluent/Native in English and a secondary language such as Dutch, German, French, Mandarin
Benefits
We offer you a challenging job in a growing international software company with a competitive remuneration structure. You will be part of a fun and hardworking team.
* Remote / Hybrid working
* Healthcare
* Life insurance
* 6 weeks - work anywhere option per year
* Employee Assistance program
* Contributory retirement savings plan
* Opportunities for training & development
* Great team and culture
* Discounts portal
* Income protection Insurance
* Online GP services.
Exclaimer is an equal opportunity employer and people seeking employment with us are considered without regards to race, colour, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic protected by law.
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