Application Deadline:
19 October 2025
Department:
Customer Service
Location:
Swansea, UK
Description
Being the provider of a great customer experience and understanding what SANS community want from a Cyber Security Training Provider. To continuously improve our service levels by handling queries in an effective manner, problem solving and finding a suitable solution while creating a positive working environment for all customers and colleagues.
Key Responsibilities
Operational
* First point of contact for all customer enquiries regarding SANS EMEA.
* Liaise with all SANS teams regionally and globally in relation to customer service issues, providing advice, guidance, and support to both sales team and clients across the EMEA region.
* Build rapport by interacting with customers, delegates via email and telephone, providing solutions that meet their expectations.
* Respond to customer requests in a timely manner via email or telephone.
* Logging, updating, and creating tasks through the ticketing system as and when required.
* Process payments over the telephone with customers.
* Checking invoices on behalf of billing and providing customer updates as required.
* Liaise with customers regarding all queries pertaining to events, registration, and payments.
* Provide basic technical support and account administration for SANS delegates across the EMEA region.
* Allocating leads to the sales team for verification.
* Occasional travel to London Events to assist the Event Managers and help with delegate registrations.
Other
* Form key relationships with delegates and customers to ensure that they are receiving a world class service.
* Offer support internally to all departments across EMEA when required.
* The ability to communicate in a Modern European Language is essential for this role, preferably German or Spanish.
Skills, Knowledge and Expertise
Essential
* Previous Customer Service experience.
* 5 GCSEs, including Mathematics & English Language or equivalent.
* Ability to communicate in a Modern European Language, German, or Spanish preferred.
* PC literate with good MS Office skills. | Hardworking.
* Positive, can do attitude.
* Excellent interpersonal skills.
* Good time management skills.
* A pro-active forward thinking team player.
* Effective communicator both written & oral to communicate globally across marketing and other departments.
* Ability to use own initiative and work independently.
* Organised.
* Excellent attention to detail.
* Efficient problem-solving skills.
* Not afraid to challenge the status quo.
* Ability to perform multiple activities simultaneously.
* Able to work in high pressure situations and deadline driven.
* Excellent interpersonal skills.
* Uses initiative.
Desirable
* Previous experience of a pan EMEA role.
* Background and/or interest in Cyber Security.
* Experience of using ServiceNow or any relevant CRM.