Overview
We are an International Service centre recruiting for a Bilingual Polish/English (and ideally another European language) Speaking Customer account coordinator.
Fluency, at business level, both oral and written, in English and Polish along with ideally another European language is a requirement.
40 hours a week, hybrid working in Watford 3 days a week (T,W,T) alternate weeks.
Salary £28-£30000.
Responsibilities
* Act as lead point of contact for dedicated clients, managing activities through to completion and communicating updates to the client.
* Serve as liaison between the client and internal teams and collaborate with key internal stakeholders.
* Ensure account long-term profitability by understanding and ensuring current contractual terms and conditions are in place.
* Responsible for both the retention and growth of the existing client base, as well as soliciting client feedback and driving customer satisfaction.
* Prepare and monitor service, equipment, and consumable contracts to ensure execution of Terms & Conditions, including profitability approved by the business.
* Evaluate the customer's current service plan and provide recommendations based on the client's needs and suite of products.
* Monitor clients recurring revenue trends while driving efficiencies through the entire ordering process.
* Coordinate each department to deliver and exceed the requirement of the customer.
* Partner with and understand internal departments, processes, and stakeholders (including Service, Invoicing, Implementation, Contracts, Incident Handling, Engineering, and Credit and Collections).
* Align with Sales team on customer expectations, growth, and retention strategies, with an emphasis on driving a positive experience for equipment and assisting Sales.
* Collaborate with Sales team to identify upsell opportunities and referrals while keeping customers satisfied and engaged with the current product portfolio.
* Assess client needs and find creative solutions to manage challenging customer requests and escalations.
Qualifications / Experience
* Proven customer service or business administration experience and ability to liaise with different contacts at all levels of the organisation.
* Strong customer service and interpersonal skills with the ability to resolve conflicts with internal and external clients.
* Excellent communication skills both verbal & written.
* Fluency, at business level, both oral and written, in English and Polish along with ideally another European language is a requirement.
* Ability to present, communicate and leverage ideas to internal and external clients.
* Forward thinking and open to new processes and process improvements.
* Influence and change processes and procedures.
* Ability to work on own initiative and as part of a team (team spirit).
* Pro-active and flexible attitude.
* Advanced organizational skills and attention to detail.
* Time management and multitasking skills to handle multiple client requests at once.
* Ability to work under pressure and to tight deadlines.
* Ability to prioritise workload and manage time effectively.
* SAP, Salesforce, and MS Office experience preferred.
Please press apply now if this is your ideal next role.
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