Customer Success Representative – Newport/Remote
Competitive Salary / Pension
The Role
Are you skilled at building and maintaining excellent relationships with clients and suppliers? We are currently looking for a Customer Success Representative to join our Newport based team to assist in ensuring that projects are successfully delivered on time and within budget.
The successful applicant will be responsible for recording and updating information accurately and in a timely manner. They will occasionally assist the Service Desk team in answering incoming calls regarding faults and support queries, logging the details and assisting in resolving them.
Key Responsibilities
1. Support and management of internal systems
2. Recording of accurate information onto internal systems
3. Update web based and internal project monitoring systems
4. Create required documents to support and assist Sales/Technical Team/clients
5. Timely and accurate recording of all information
6. Tracking team hours spent on the project against budget
7. Ensuring all email correspondence and actions are communicated clearly, accurately and dealt with in a timely manner
8. Establish client requirements and deliver in line with targets and timescales
9. Procurement of goods for project delivery
10. Liaise with internal and external stakeholders including contract managers, technical managers and sub-contractors
11. Liaising with client project managers and contractors on a daily basis whilst keeping track of milestone stages
12. Build excellent relationships with 3rd party suppliers/distributors/clients
13. Brief customers on the status of current resolution efforts in line with SLA’s and ensure management and technical are kept up to date with status
14. Provide advice, solutions and technical support to clients
15. Raise and resolve faults/queries by using effective diagnostic evaluation ensuring calls are logged and tracked efficiently
16. Ensure SLA’s for all services correspond and are aligned with each other
17. Identify any system service development opportunities
Any other duties as reasonably required.
Personal Attributes and Skills
1. Excellent coordination skills with the ability to work under own initiative
2. A firm understanding of effective customer care process and wider impact on business
3. Excellent communications skills, with the ability to build and maintain strong and compelling relationships
4. Proven ability to work to deadlines
5. Excellent telephone manner with strong written and verbal skills
6. Knowledge and experience within the communications industry would be desirable though not essential
If you are keen on joining this exciting, forward thinking company and taking the next step in your career, then please email recruitment@c-stem.co.uk with your CV.
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